Overview
Why Us?
With a mantra of Empowering Human Potential, Hanger, Inc. is a leading provider of orthotic and prosthetic (O&P) services and products. Hanger’s Patient Care segment operates O&P clinics nationwide, and its Products & Services segment distributes branded and private label O&P devices and rehabilitative solutions. With 160 years of clinical excellence, Hanger aims to lead the orthotic and prosthetic markets by delivering superior patient care, outcomes, services, and value.
Could This Be For You?
The customer service representative processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Your Impact
Follow and enforce ACP Confidentiality, HIPAA, SOX, and all applicable Quality Regulatory requirements as defined by company policy/procedures.
Answer technical questions for customers, dealers, and staff calls into Customer Service.
Administer the complaints database for “Issues”, “Complaints”, and “Incidents”.
Keep accurate records of internal and external customer interactions and transactions, including inquiries, complaints, and comments, with actions taken in the compliance database.
Obtain and review information from customers to assess validity of complaints, determine causes, troubleshoot, and facilitate solutions.
Enter all supply, swaps, and replacement orders in AGW and/or MAS as needed.
Assist with MDR procedures for incidents and provide information as required.
Assist field staff with questions and calibration issues as needed.
Manage Outlook mailboxes and Fax drive; ensure data management of all customer orders within the network database.
Conduct customer follow-ups to promote positive relationships with customers, dealers, and staff.
Originate phone calls to current customers to provide product/service information and support marketing initiatives.
Maintain relationships with new and existing customers and provide information to maximize sales volume.
Coordinate with other departments to address issues and/or complaints; document outbound telephone survey and sales results when applicable.
Schedule customer dates for installation and training in coordination with Operations and the local CPM.
Qualifications Minimum Qualifications
Minimum of 2 years of related experience.
High School diploma or equivalent.
Preferred
Experience with desktop operating systems (Windows 2000, XP, 7, and Windows 8).
Knowledge of basic computer hardware and ability to support software applications, including troubleshooting and upgrades.
Typing speed of at least 40 words per minute with minimal errors.
Excellent verbal and written communication skills.
Microsoft Office skills (Excel, Word, Visio, PowerPoint).
Ability to communicate technical information effectively over the phone.
Experience in electro-mechanical/electronics fields and call center environment.
Experience with Windows operating systems and configuring/installing desktop hardware and software.
Experience with video networking and application troubleshooting; familiarity with Log Me In.
AA/AS degree in electronics or equivalent (preferred).
Knowledge of ACP's products and services; inbound/outbound telemarketing experience (1+ year).
Additional Success Factors
Strong communication and cognitive skills; proficient Microsoft Office literacy.
Ability to work independently in a fast-changing environment; detail-oriented and organized.
Creative, self-disciplined, and capable of identifying and completing critical tasks independently.
Strong customer service focus; act with integrity, honesty, transparency, and respect.
Keep patient at the center of work and foster open collaboration; continuously innovate and focus on superior outcomes.
Our Investment in You
Competitive compensation packages
8 paid national holidays and 4 floating holidays
PTO including vacation and sick time
Medical, dental, and vision benefits
401k savings and retirement plan
Paid parental bonding leave for new parents
Flexible work schedules and part-time opportunities
Employee referral bonus program
Mentorship programs
Student loan repayment assistance by location
Relocation assistance
Regional and national traveling opportunities
Volunteering opportunities such as Hanger’s BAKA Bootcamp and EmpowerFest
Hanger, Inc. is an equal opportunity employer. All conditions and privileges of employment are administered without discrimination or harassment based on race, religion, creed, color, age, sex, sexual orientation, gender identity, national origin, disability, military status, pregnancy, or other protected characteristics as required by law.
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With a mantra of Empowering Human Potential, Hanger, Inc. is a leading provider of orthotic and prosthetic (O&P) services and products. Hanger’s Patient Care segment operates O&P clinics nationwide, and its Products & Services segment distributes branded and private label O&P devices and rehabilitative solutions. With 160 years of clinical excellence, Hanger aims to lead the orthotic and prosthetic markets by delivering superior patient care, outcomes, services, and value.
Could This Be For You?
The customer service representative processes orders, prepares correspondence, and fulfills customer needs to ensure customer satisfaction.
Your Impact
Follow and enforce ACP Confidentiality, HIPAA, SOX, and all applicable Quality Regulatory requirements as defined by company policy/procedures.
Answer technical questions for customers, dealers, and staff calls into Customer Service.
Administer the complaints database for “Issues”, “Complaints”, and “Incidents”.
Keep accurate records of internal and external customer interactions and transactions, including inquiries, complaints, and comments, with actions taken in the compliance database.
Obtain and review information from customers to assess validity of complaints, determine causes, troubleshoot, and facilitate solutions.
Enter all supply, swaps, and replacement orders in AGW and/or MAS as needed.
Assist with MDR procedures for incidents and provide information as required.
Assist field staff with questions and calibration issues as needed.
Manage Outlook mailboxes and Fax drive; ensure data management of all customer orders within the network database.
Conduct customer follow-ups to promote positive relationships with customers, dealers, and staff.
Originate phone calls to current customers to provide product/service information and support marketing initiatives.
Maintain relationships with new and existing customers and provide information to maximize sales volume.
Coordinate with other departments to address issues and/or complaints; document outbound telephone survey and sales results when applicable.
Schedule customer dates for installation and training in coordination with Operations and the local CPM.
Qualifications Minimum Qualifications
Minimum of 2 years of related experience.
High School diploma or equivalent.
Preferred
Experience with desktop operating systems (Windows 2000, XP, 7, and Windows 8).
Knowledge of basic computer hardware and ability to support software applications, including troubleshooting and upgrades.
Typing speed of at least 40 words per minute with minimal errors.
Excellent verbal and written communication skills.
Microsoft Office skills (Excel, Word, Visio, PowerPoint).
Ability to communicate technical information effectively over the phone.
Experience in electro-mechanical/electronics fields and call center environment.
Experience with Windows operating systems and configuring/installing desktop hardware and software.
Experience with video networking and application troubleshooting; familiarity with Log Me In.
AA/AS degree in electronics or equivalent (preferred).
Knowledge of ACP's products and services; inbound/outbound telemarketing experience (1+ year).
Additional Success Factors
Strong communication and cognitive skills; proficient Microsoft Office literacy.
Ability to work independently in a fast-changing environment; detail-oriented and organized.
Creative, self-disciplined, and capable of identifying and completing critical tasks independently.
Strong customer service focus; act with integrity, honesty, transparency, and respect.
Keep patient at the center of work and foster open collaboration; continuously innovate and focus on superior outcomes.
Our Investment in You
Competitive compensation packages
8 paid national holidays and 4 floating holidays
PTO including vacation and sick time
Medical, dental, and vision benefits
401k savings and retirement plan
Paid parental bonding leave for new parents
Flexible work schedules and part-time opportunities
Employee referral bonus program
Mentorship programs
Student loan repayment assistance by location
Relocation assistance
Regional and national traveling opportunities
Volunteering opportunities such as Hanger’s BAKA Bootcamp and EmpowerFest
Hanger, Inc. is an equal opportunity employer. All conditions and privileges of employment are administered without discrimination or harassment based on race, religion, creed, color, age, sex, sexual orientation, gender identity, national origin, disability, military status, pregnancy, or other protected characteristics as required by law.
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