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Customer Engagement Associate

2 months ago

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

As a key member of our team, you will engage with clients including healthcare professionals and procurement departments to address inquiries, resolve concerns, and fulfill requests regarding our products and services. This role operates under general supervision and requires a commitment to excellence in customer service.

Key Responsibilities
  • Ensure adherence to regulatory standards and company policies related to client confidentiality and interactions.
  • Comply with all relevant FDA Medical Device and AdvaMed Sunshine Act regulations.
  • Deliver exceptional customer service via phone and email to healthcare providers, procurement staff, and other stakeholders.
  • Process orders, forms, and requests efficiently.
  • Verify client information, including necessary certifications and credentials.
  • Provide timely follow-up to ensure all client inquiries are addressed effectively.
  • Resolve client complaints by offering suitable solutions and alternatives, ensuring follow-up for resolution.
  • Direct unresolved issues to the appropriate resource for further assistance.
  • Maintain accurate records of client interactions and account details.
  • Collaborate with the sales team to coordinate responses to client matters with urgency.
  • Assist the sales team in generating and distributing customer quotes as needed.
  • Manage patient and physician leads through our CRM system.
  • Handle product return requests and document any client complaints in line with company procedures.
  • Strive to meet and exceed performance goals aligned with customer and sales expectations.
  • Enhance professional knowledge through ongoing training, workshops, and networking opportunities.
  • Support compliance with quality standards, FDA regulations, and other relevant medical device directives.
  • Participate in special projects and additional duties as assigned.
Qualifications

Education and Experience

  • High school diploma or equivalent required.
  • Minimum of 2 years' experience in a customer service role.

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 clients and team members.
  • Excellent interpersonal and organizational skills.
  • Superior verbal and written communication abilities, along with active listening skills.
  • Strong analytical and problem-solving capabilities.
  • Attention to detail and accuracy in data entry.
  • Ability to manage multiple tasks and prioritize effectively.
  • Adaptability to change and comfort in a digital workspace.
  • Proficiency in Microsoft Office and CRM software, with a willingness to learn new systems.
Work Environment
  • Occasional travel for team meetings or conferences may be required.
  • Ability to work in a home office setting with minimal distractions and high-speed internet access.
Compensation
$36 per hour