Customer Service Representative

SUMMARY
At Phothera, we are building something truly remarkable that will long outlive us. As part of our mission, we are advancing phototherapy to make people safer, healthier, and more productive. Auto-immune skin diseases such as Psoriasis, Atopic Dermatitis, and Vitiligo can be debilitating both physically and emotionally. Many topical and pharmaceutical treatments are costly and have serious side effects. With phototherapy, payers have a low-cost alternative, providers have a simple and effective solution, and patients have a safe, easy, and natural alternative with the option of use in the comfort of their own home.

We are expanding our journey to help patients, improve clinical outcomes, reduce healthcare costs, and expand market access. Phothera offers phototherapy devices for clinic and home treatment use under the guidance and prescription of an authorized care provider. We are looking for entrepreneurial leaders with a strong bias-for-action to accelerate adoption and growth.

As a member of our Customer Service Team, you’ll play a vital role in the success of Phothera customers. You will be responsible for providing top-notch training and customer support to medical device customers over the phone and via email.

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following.
External

• Greet our customers, courteously and professionally
• We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service
• We will inform our customers of normal process time when they can expect completion and any delays that may arise in the process
• We will respond to voicemail and email within 24 hours during normal business hours

• Enter new patient orders; troubleshoot incomplete orders with patients, providers, and payers
• Provide phone support to customers with return requests, shipping damage complaints, transfers of ownership, FlexRx refill requests, and other inquiries
• Perform seamless customer training for new medical device customers

Internal

• Act as liaison between customers and functional departments (service, shipping, sales, etc.) interacting with each other courteously and professionally
• Work to resolve issues with coworkers and other department by discussing problems directly and working toward agreed upon solutions
• Be considerate, cooperative and helpful to every staff member to assure quality services
• Hold myself accountable for addressing inappropriate comments and behavior
• Complete database functions and paperwork related to orders and customer service inquiries
• Identify and implement teamwide solutions and best practices to increase customer satisfaction
• Special projects and other duties as assigned

SUPERVISORY RESPONSIBILITIES
None

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Exceptional written and verbal skills
• Trustworthy and professional demeanor
• Consistent attention to accuracy and the small details
• High standard of integrity, discretion, patience and empathy
• Constructive and positive attitude
• Preference may be given to bilingual candidates
• Highly organized and punctual self-starter
• Familiar with CRM and ERP systems
• Ability to read and interpret documents such as safety rules and procedure manuals

EDUCATION AND/OR EXPERIENCE
1-2 years in a customer service role

PHYSICAL DEMANDS/WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to sit for extended periods of time
• Able to work on a computer for extended periods of time

DEDICATION TO THE QUALITY SYSTEM
Our objective is to provide a system that promptly detects non-conformances and provides timely and effective control and corrective actions. This Quality System establishes an effective means of assuring product quality. It is our policy to provide full compliance with the Quality System throughout all facets of contract performance and the order fulfilment process. This ensures that all of our products and services meet or exceed the expected company standards as well as those of our customers and the ISO 13485 International Standard, MDSAP, FDA, as well as EU-MDR and other regulations and standards. We operate the Quality System as an overall management system for all products.