Client Services Specialist II
Inogen, Inc. - Goleta, CA

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DESCRIPTION

Provides support and service to oxygen patients that have purchased directly from Inogen or have enrolled in Inogen's home oxygen therapy services. Provides customer service to internal/external customers; serves as front line contact for incoming inquiries, customer questions and sales requests. Works as a team member supporting sales direct to patient and/or to provider in collaboration with sales representatives, distributors and partners domestically. Handles product questions, and assures the customer's needs are expeditiously addressed. Works to provide the highest level of service at all times.

DUTIES

Act as information source for customers and intercompany in the area of product and service.
  • Assist in execution of customer and/or product surveys to provide better service and products delivered to market.
  • Contribute to continuous improvement of service to internal and external customers, process and product improvements.
  • Fulfill requests for brochures and other marketing materials.
  • Maintain complete records / customer master files.
  • Provide sales support for field sales representatives and DTP sales representatives.
  • Receive and process domestic orders and returns in a timely and accurate manner.
  • Responsible for inbound and contacting patients monthly in making sure all needs are met for the patient.
  • Responsible for mailing quarterly letter.
  • Use of formal problem solving procedures.
  • Works in conjunction with Shipping/Receiving making sure RMA's are processed in a timely manner.
  • Answer incoming customer calls, emails and requests for information.
  • Maintains product knowledge to keep abreast of updates and changes by continued product training.
  • Partner with sales team to transition customer leads into opportunities and sales.
  • Perform basic product troubleshooting and issue RMA numbers.
  • Process credit card payments as needed.
  • Provide direct support to oxygen patients enrolled in Inogen's home oxygen therapy service.
  • Provide on-call support service as required.
QUALIFICATIONS

  • Associate's or Bachelor's degree preferred, or the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
  • 3+ related customer service preferred.
Excellent verbal and written communication skills required.
  • Strong organization skills and attention to detail are required.
  • Ability to take initiative and follow through on multiple open tasks.
  • Front office and back office database knowledge required; Oracle experience a plus.
  • Must have proven track record of successful team participation, as well as ability to work independently and self-start.
  • Medical industry background desired.
  • Ability to Prioritize and multi-task.
  • Successful completion of training required.
  • Must possess good time management skills.
  • Must be organized with strong attention to detail.
Act as information source for customers and intercompany in the area of product and service.
  • Assist in execution of customer and/or product surveys to provide better service and products delivered to market.
  • Contribute to continuous improvement of service to internal and external customers, process and product improvements.
  • Fulfill requests for brochures and other marketing materials.
  • Maintain complete records / customer master files.
  • Provide sales support for field sales representatives and DTP sales representatives.
  • Receive and process domestic orders and returns in a timely and accurate manner.
  • Responsible for inbound and contacting patients monthly in making sure all needs are met for the patient.
  • Responsible for mailing quarterly letter.
  • Use of formal problem solving procedures.
  • Works in conjunction with Shipping/Receiving making sure RMA's are processed in a timely manner.
  • Answer incoming customer calls, emails and requests for information.
  • Maintains product knowledge to keep abreast of updates and changes by continued product training.
  • Partner with sales team to transition customer leads into opportunities and sales.
  • Perform basic product troubleshooting and issue RMA numbers.
  • Process credit card payments as needed.
  • Provide direct support to oxygen patients enrolled in Inogen's home oxygen therapy service.
  • Provide on-call support service as required.

Inogen, Inc. - 17 months ago - save job - block
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