What are the responsibilities and job description for the Customer Service Representative 1 position at Demant?
Overview
The Government Services Customer Service Representative’s responsibility is to be the front line professional for the VA and Government customers. The position will play an integral role in working with other Oticon Departments and personnel in their daily VA interactions. They must possess the confidence and desire to address customer needs in a friendly, upbeat, proactive, and professional manner.
Responsibilities
• Provides call center coverage for incoming calls during phone loop hours.• Work with other departments to ensure the accuracy of VA/Govt orders as it pertains to contract requirements, such Accounting, Data Entry, Production, and Systems. • Ability to perform all Customer Service responsibilities for orders – data entry, inquiry and invoicing. • Enters all orders for Oticon instruments, parts, warranties, loss and damage claims.• Establish and maintain relationships with government audiologists, ensuring a positive Oticon experience with every contact and developing long term customer relationships. • Maintain customer satisfaction and manage customer relationships and strategic partnerships. • Provides solutions, support and assistance to daily customer requests, inquiries, problems and complaints for all VA/Govt. customers in a professional manner. • Answers all customer service and basic audiology questions regarding Oticon products and services and promotes new products and technologies. • Possesses an in-depth knowledge of the ROES system; demonstrating the ability to answer all customer questions with regards to Oticon ROES coding and processing. • Knowledge of and ability to use the ROES program for matching orders with P.O.S and entering orders. May perform miscellaneous tasks/projects as directed by manager.
Qualifications
To perform this job successfully, and individual must be / possess:• Assertive, creative and have sound decision making and problem-solving skills. • Positive attitude and ability to work as a team player and individual contributor. • Have strong customer service and communication skills. • Excellent verbal and written communication skills, including listening, speech and telephone voice. • Strong organizational skills with attention to detail and excellent follow-up skills.
• HS Diploma or equivalent.• Knowledge of Microsoft Excel, Microsoft Word and Microsoft Outlook. • 1-2 years of Customer Service/Inside Sales/Telemarketing experience.
The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.