Job Information
Tyken Group LLC Customer Service/Product Returns Specialist in Kirkland, Washington
Great REMOTE opportunity for a customer service professional!
The Product Returns Specialist (PRS) is primarily responsible for ensuring prompt return of the company's medical devices which are rented by our patients. This role regularly communicates with patients and field sales team members, as well as health care practitioners to ensure patients who no longer need our medical devices and are ready to return them to help them do so easily and quickly. The daily focus of the PRS is communicating with patients in a positive and up-beat manner to arrange for the returns of products and to create a detailed log of any transactions with customers, as well as promptly following up with customers and Field Sales correspondences. Having excellent customer service and communication skills is a must.
You will be working as a member of a team and, thus, the ability to work very well with others is
essential.
ESSENTIAL DUTIES:
? Collaborate with creators of reports to develop tools, facilitating the role's ability to identify
patients who may need assistance with determining discharge dates, product usage and
returns.
? Use a Customer Relations Management (CRM) System to access patient information and to
document interactions with patients, their support network, field sales personnel, and health
care providers.
? Communicate with customers using empathy and compassion type soft skills.
? Escalate customer communications outside of scope.
? Facilitate returns using various methods including FedEx and collaborating with local
team members.
? Comply with the Health Insurance Portability Accountability Act's (HIPAA) Privacy Rule and
all other applicable statutes, rules and regulations intended to protect the privacy of patients.
? Adhere to Pledge of Confidentiality
o Information regarding a patient of this company shall not be released to any source
outside of this company without the signed permission of the patient. Furthermore,
information will only be released internally on a need-to-know basis. All Team
Members will not discuss patient cases outside the office or with anyone not
employed by this company unless they are directly involved with the patient's case.
COMPETENCIES:
? Passion: Contagious excitement about the company -- sense of urgency. Commitment to
continuous improvement.
? Integrity: Commitment, accountability, and dedication to the highest ethical standards.
? Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and
product or service.
? Action/Results: High energy, decisive planning, timely execution.
? Innovation: Generation of new ideas from original thinking.
? Customer Focus: Exceed customer expectations, quality of products, services, and
experience always present of mind.
? Emotional Intelligence: Recognizes, understands, manages one's own emotions and is able
to influence others. A critical skill for pressure situations.
QUALIFICATIONS
Education/Experience Required:
? High School Diploma or GED
? One (1) or more years of experience in customer service making outbound calls and
receiving inbound calls
? Excels in conveying empathy, patience, and caring over the phone with customers
? Exceptional soft skills
? Highly accurate with pertinent information. e.g., reference #s, dates, spelling of names,
ID#s, phone #s, email addresses
? Consistently detailed oriented and thorough.
? Strong written and verbal communication skills, to include excellent grammar
? Strong m