Customer Experience Specialist

4 weeks ago

Manchester, United States Mobius Mobility Full time

Mobius Mobility manufactures and distributes the next generation iBOT® Personal Mobility Device - a breakthrough product in the field of personal mobility. With dynamic stabilization technology, the ability to climb stairs, and four distinct driving modes, the iBOT® provides people with disabilities new levels of independence and access. At Mobius, we are committed to helping our clients reach, climb, and go - wherever and whenever they choose.

Summary:

  • Primary customer facing role for Mobius Mobility, you will set the tone for customers' experience with our product and team
  • Supports company activities related to customer acquisition, sales, training, support and service
Responsibilities:
  • Support high volume of customer e-mail correspondence, telephone calls
  • Utilize CRM software to document, manage and track user contacts
  • Support customer onboarding, working with customers, prescribing clinicians, trainers, suppliers and internal Mobius staff to ensure success
  • Maintain and improve existing customer relationships
  • Respond to user inquiries in timely manner
  • Calendar management and scheduling for user training and product demonstrations
  • Complete sales orders in timely manner, ensuring all required documentation is complete
  • Thrive in a fast paced, professional, customer-oriented company
  • Assist the Customer Support Team when additional administrative help is needed
  • Perform other special projects or duties as determined by management
General Responsibilities:
  • Participate in surveys conducted by authorized inspection agencies.
  • Participate in the company's Performance Improvement Program
  • Participate in company committees when requested
  • Participate in in-service education programs provided by the company
  • Pursue continuing education programs appropriate to job responsibilities
  • Perform other special projects or duties as determined by management
  • Report any misconduct, suspicious or unethical activities to the Compliance Officer, FDA Management Rep.
  • Safety Officer or HIPAA Officer as appropriate
Requirements/Qualifications:
  • AS degree or equivalent
  • 2 years minimum of experience in a customer service/support role
  • Experience with CRM preferred.
  • Medical billing and coding experience preferred
  • Medical device and/or working with the disability community experience preferred
  • Strong verbal communication skills
  • Ability to explain insurance requirements and coverage with clarity and patience.
  • Experience with handling customer complaints
  • Outstanding customer service skills and ability to maintain a high level of quality and responsiveness
  • Ability to maintain confidentiality when provided with sensitive information
  • Ability to prioritize work and multi-task effectively
  • Good computer skills including proficiency using Microsoft Office (Word, Excel, PowerPoint)
  • Excellent written and verbal communication skills - internally and externally
  • Ability to work as part of a team and provide support to departmental and company goals
  • Valid and current driver license
Physical Requirements:
  • Ability to complete all tasks that require the use of a computer and office equipment
  • Ability to move throughout the building and grounds and communicate with employees, customers and others
  • Ability to move items weighing up to 30 lbs.
  • Ability to travel as needed both domestically and internationally

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