Summary Statement

For more than a century Ottobock has pursued the mission of helping people living with limb loss or mobility challenges regain or maintain their freedom of movement. We do this through the development of leading prosthetic, orthotic and wheelchair innovation and an unwavering commitment to delivering superior patient care experiences. As a growing healthcare company, we continue to invest in both our people and new service offerings. With more than 10,000 employees worldwide and 1,000 across North America, we are dedicated to advancing the O&P industry and improving the lives of the people served by it.

We are looking for a Customer Service Representative to support our After-Care Team/Customers in Austin.

(In office for initial training and 1-2x a month. Will work remotely from home majority of schedule - must accommodate 9:30AM-6:00PM CST after training complete)

Responsible for creating a high level of satisfaction for customers who contact Ottobock after the sale to request information regarding warranty and maintenance, report problems or complaints, schedule a product loaner, and request repair estimates. Specifically responsible for using company procedures and systems, knowledge of products, and personal resourcefulness to process customer requests, resolve customer problems and complaints, and provide the Ottobock customer experience.

Duties & Responsibilities

Create a world class experience for internal and external customers
Answer and deal with incoming calls courteously and professionally, regardless of the caller’s demeanor.
Liaise between customers and technicians to provide detailed explanations of repairs performed and expected completion dates.
Provide accurate information at the time of service and repair on loaner availability, estimates, and warranty.
Schedule outbound loaner devices based on inventory and customer need by dates
Appropriately task individuals within the global organization to keep repair jobs moving forward
Prepare service and repair estimates for out of warranty devices
Complete and close open documents in SAP
Know which additional parts or accessories are required for loaner products and add those to the schedule
Recover outstanding loaners from customers and patients by reading reports and corresponding via email and phone
Gather appropriate information from customers regarding problems and complaints, determine if FDA or standard escalation is required, properly code complaints and record them, and direct complaint to more senior associate for resolution
Verify and update customer information as necessary to maintain accuracy of records
Records and reports the status of equipment returns, repairs, replacements, sales orders and delivery schedules
Maintains records of returns, schedule changes, product pricing, and resolves return credit problems
Understanding of medical billing and reimbursement to support customer needs with loaners and repairs
Redirect incoming customer inquiries to correct person/department
Participate in local and global departmental meetings, team building, process improvements, and required training

Qualifications

Minimum two-year associate degree or 2 years work experience in a remote customer service related environment and a high school diploma or equivalent.
Must have a designated space to work with little to no distractions during working hours.
Excellent interpersonal communication skills with emphasis on telephone skills. Ability to continually switch between phones, tasks and emails through out the day.
Experience with enterprise-based software solutions preferred
Proficiency with written communication
Able to effectively handle customer complaints
1-3 years data entry experience required
Able to use Internet and email with proficiency with Microsoft Office products. Ability to independently set up home office laptop, monitor’s, keyboard and mouse. Ability to troubleshoot computer issues with IT remotely.
Resourceful. Customer oriented. Organized and able to handle multiple priorities
Flexible; adaptable to change
Able to manage time
Strong organizational skills and ability to work independently
Capable of following departmental guidelines and company code of conduct
Able to work in a team environment
Able to maintain flexible hours
Must currently be located in U.S.

Benefits

Medical
Vision
Dental
Health savings accounts with employer contribution
Flexible spending account options
Company-paid life insurance policy
Paid time off
Company holidays
Floating holidays
100% company-paid short & long-term disability
401k match up to 3.5%
Paid parental leave

Diversity at Ottobock

We believe in mutual respect, enjoyment at work, and a culture where everyone feels valued. We are committed to diversity, equity, and inclusion, and welcome all applications - regardless of gender, age, nationality, disability, ethnic or social background, religion, or sexual orientation. We give special consideration to individuals with severe disabilities when equally qualified.

Your future at Ottobock

Ottobock's products and services in the areas of Prosthetics, NeuroMobility, Patient Care, Exoskeletons developed by 'SUITX by Ottobock' and Business Solutions ensure independence and quality of life when personal mobility is restricted. With over 10,000 employees in almost 60 countries, our company is the world market leader in technical orthopedics.

Your ideas and commitment will inspire your colleagues and staff, and will further the interests of Ottobock. Be part of a dynamic, growing company with flat hierarchies. We offer a richly diverse field of work, individual development opportunities and extensive qualification programs in our Ottobock Academy.

Please only apply via our online job portal at jobs.ottobock.com. Please quote the Job-ID for the position in question, and also state your earliest starting date and salary requirements. We look forward to receiving your application!

Nearest Major Market: Austin

Otto Bock HealthCare Limited Partn.

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