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Client Support Specialist

2 months ago

Aliso Viejo, California, United States Vertos Medical, Inc Full time
Job Overview

As a key member of our team at Vertos Medical, Inc., you will engage with a diverse range of clients, including healthcare professionals and institutional buyers, to deliver and manage information in response to their inquiries and requests regarding our offerings.

Key Responsibilities:
  • Ensure adherence to all regulatory standards and company policies concerning patient confidentiality and customer interactions.
  • Maintain compliance with FDA Medical Device regulations and the AdvaMed Sunshine Act.
  • Provide exemplary customer support via phone and email to healthcare providers, purchasing departments, and patients.
  • Process orders, forms, and requests efficiently.
  • Verify client details, including physician certifications and billing information, as necessary.
  • Deliver timely and exceptional service, ensuring follow-up on all customer inquiries.
  • Address and resolve customer complaints, offering suitable solutions and alternatives.
  • Direct unresolved issues to the appropriate resources for resolution.
  • Keep accurate records of customer interactions and account details.
  • Act as a liaison with the sales team to coordinate responses to customer requests.
  • Assist the sales team in generating customer quotes as required.
  • Manage patient and physician leads through our CRM system.
  • Handle product return requests and document customer complaints in line with company procedures.
  • Strive to meet and exceed performance goals to support customer and sales objectives.
  • Enhance professional knowledge through ongoing training, workshops, and networking opportunities.
  • Support compliance with quality standards, FDA regulations, and relevant medical device directives.
  • Engage in special projects and additional duties as assigned.
Qualifications:

Education and Experience:

  • High school diploma or equivalent required.
  • At least 2 years of experience in a customer service role is essential.

Preferred Qualifications:

  • Experience in a small business or startup environment.
  • Familiarity with medical device products or companies.
Skills and Attributes:
  • Strong customer service orientation with the ability to adapt to various personalities.
  • Proven ability to build positive relationships with customers and team members.
  • Excellent interpersonal and organizational skills.
  • Outstanding verbal and written communication skills, along with effective listening abilities.
  • Strong analytical and problem-solving capabilities.
  • Attention to detail and accuracy in data entry.
  • Ability to manage multiple tasks and prioritize effectively.
  • Flexibility to adapt to changing circumstances.
  • Comfortable in a digital workspace.
  • Proficient in Microsoft Office and CRM software, with a willingness to learn new systems.
Work Environment:
  • Travel may be required for team meetings or conferences.
  • Physical demands include standing, walking, and sitting for extended periods, with occasional lifting of objects.
  • A dedicated workspace with minimal distractions is necessary for remote work.