We are seeking enthusiastic and experienced Customer Service Rep II to join our LiveWell OTC Team!
Our ideal candidate will be customer focused, empathetic, patient, an efficient multi-tasker, and able to keep up with our fast paced environment. Strong customer service skills and computer proficiency will be required for this position, including, navigation of several screens and programs at once and quick and accurate data entry. The CSR II works directly with plan members to provide all aspects of order placement support, product support and plan benefit usage support.
Works under moderate supervision
Place phone and mail orders via OTC website and assist members with all aspects of the OTC benefit i.e. placing orders, website support, tracking orders, issue resolution, product selection, product description, provide suggestions based on member needs and help maximize patient quarterly and monthly benefit.
Respond to routine and some non-routine, more complex customer service inquiries and problems via telephone
Maintain record of calls and note customer's records as necessary to maintain consistency in service
Resolve shipment and delivery issues. Investigate reports and follow-up on shipment discrepancies (shortages/overages, mis-picks, damaged goods) and report accordingly to Medline's Operation Service Issue team
Report quality issues and defects submitted by members or plan representatives to Medline Quality Assurance. Follow-up as needed to resolve (replacement order, credit request, etc.)
Manage OTC email inbox i.e. responding to and resolving email inquiries from members, emails received via OTC website "Contact Us", emails from plans and filing notifications received in appropriate inbox folders
Other duties may include working open order reporting, rerouting orders, monitoring stock ETA, working with warehouses, buyers and Product Managers for stock updates, stock issues and conversion items.
Medline offers a business casual, entrepreneurial work environment with strong growth potential, a competitive compensation package, and a complete benefits package including medical/dental/vision/life insurance; 401(k) with company match. And much more!
High school diploma or equivalent.
Relevant Work Experience
At least 1 year Customer Service or related role
Strong technical/computer skills - able to learn new system and provide basic web support