Funded Device Repair Support Specialist

1 week ago


Wooster, Ohio, United States PRC-Saltillo Full time
About the Role

PRC-Saltillo is seeking a highly skilled and customer-focused individual to support our customers throughout the funded repair process.

Key Responsibilities
  • Provide exceptional customer service and support to customers throughout the funded repair process.
  • Support customers in creating a repair application in the AAC Funding Portal (AFP) after a service CA number has been created.
  • Help customers complete the "Client Information" and "Insurance/AOB" sections and/or add contributors in the Repair Application.
  • Complete tasks as assigned in AFP and update the enterprise resource planning (ERP) system to support the funded repair process.
  • Monitor open funding repairs and take action to facilitate forward progress and/or close the CA across all systems.
  • Serve as the liaison between internal departments to ensure communication and forward movement with the repair.
  • Upload repair documentation (e.g., repair estimate, service history, serviceability letters) into AFP.
  • Follow up on any outstanding funding estimates that have not been completed during the specified period.
  • Participate in continuous improvement activities to achieve key performance indicator (KPI) targets and identify pain points in the funded repair process.
Additional Responsibilities
  • Support customers in requesting and/or returning loaners as needed.
  • Communicate with customers through various channels and answer general questions about the funded repair process.
  • Assist with feature testing on repaired merchandise to ensure product meets all test procedures and the Company's quality standards.
  • Assist others with their tasks within the department.
  • Maintain a positive, empathetic, and professional attitude toward customers.
  • Maintain confidentiality outlined in the privacy portion of the federal Health Information Privacy and Portability Act of 1996.
Requirements
  • Strong interpersonal and customer service skills.
  • Strong verbal and written communication skills.
  • Organized with excellent time management skills and a proven ability to meet deadlines.
  • A service mindset with a focus on delivering excellent customer experience, satisfaction, and loyalty.
  • Flexible, with ability to adapt to fast-paced, rapidly changing environments.
  • Detail- and process-oriented.
  • Ability to maintain a positive attitude and act professionally during times of high stress.
  • Ability to work well both independently and with others in a team environment.
Education and Experience
  • High school diploma or general equivalency degree (GED) is required.
  • At least one year of customer service experience is required.
  • Experience with Microsoft Word, Excel, and Outlook is strongly recommended.
  • Experience in a medical office is preferred.


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