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Customer Experience Specialist
2 months ago
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 and 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 a timely manner. Calendar management and scheduling for user training and product demonstrations. Complete sales orders in a 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. Minimum of 2 years 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. #J-18808-Ljbffr
