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Team Lead, Customer Service

In this Customer Service Team Lead role, you will support the overall business strategy for Atos Medical by assisting the supervisor and management team with the operational activities for the call center department which handles inbound and outbound calls, order entry, technical product support, problem resolution, coordination of order process flow, customer file maintenance. The Customer Service Team Lead will be a brand ambassador for the company and support the company’s mission by leading a team to provide our laryngectomy customers with a great customer experience.

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Join us and give people a voice

Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That’s why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.

Main job responsibilities for Customer Service Team Lead

  • Ensure department excellence in all call center operations.
  • Support distribution of Atos Medical Products
  • Ensure efficiency and timeliness with in responses to the customer with service level agreement.
  • Process existing customer sales orders.
  • Keep team member accountable to properly serve as a backup to Customer Support by processing new customer sales orders and customer requests in periods of high volume.
  • Maintain departmental standards for one call resolutions and minimal calls to voicemail.
  • Responsible for coaching the team to deliver prompt courteous customer service including accurate order entry.
  • Represent the Company in a professional and courteous manner in all interactions with clients/patients.
  • Determine correct resolution to client complaints, take corrective action and monitor results.
  • Responsible for processing Web-Shop orders, as assigned.
  • Cross train team members in all procedures and processes.
  • Work closely with the Logistics, Insurance and Accounting Departments to ensure timely and accurate deliveries with customer satisfaction the primary goal.
  • Communicate with Insurance department to ensure proper billing to insurance companies, contracts, other third party payers and client/patients for all products delivered.
  • Participate in Company’s Performance Management program as requested by the Performance Management Coordinator.
  • Participate in Company committees when requested.
  • Provide 1 business day turn-around for all material requests (from both customers and sales reps.) and timely computer entry of customer orders.

Requirements

Basic Qualifications for Customer Service Team Lead

  • HS Diploma or G.E.D. required
  • Minimum of 5 years of previous, relevant experience required.

Preferred Qualifications for Customer Service Team Lead

  • Bilingual Spanish preferred
  • Bachelor Degree Preferred
  • 5 + years of background in customer service. Demonstrated proficiency in phone skills (professional attitude, clear intelligible communication), cross-trained in key areas identified by department manager, ability to work independently and set priorities. Possess effective interpersonal and communication skills.
  • Licenses/Certifications: PC literate. Knowledge of SAP and Microsoft Office Programs highly recommended.

Skills and Competencies for Customer Service Team Lead

  • Ability to recognize prospects, present products and close sales.
  • Excellent customer service skills and professional attitude.
  • Strong communication skills/phone etiquette.
  • Demonstrated PC and keyboarding skills that include word processing, efficient use of internet and email, and Microsoft Office.
  • Ability to manage multiple tasks, prioritize them and pay attention to detail.
  • Ability to work in a team environment a must.
  • Exceptional customer focus and ability to work under pressure; ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

Benefits

Customer Service Team Lead

Atos Medical, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Equal Opportunity Employer Veterans/Disabled

We offer:

You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Atos Medical (c/o Coloplast) is a global leader with Swedish headquarters and more than 25 subsidiaries worldwide. We are committed to living our values: we listen – we inspire – we focus – we engage every day. We connect with stakeholders, involving them in our activities and striving to support and empower our users and each other every day. No matter whom we interact with – users, colleagues, health care professionals, business partners – respect and integrity are at the core of everything we do.

Additional benefits for Customer Service Representative:

  • Competitive Pay
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k)
  • Life Insurance
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Training & Development
  • Wellness Resources
  • State of the Art Facility
  • Work Life Balance

Atos Medical, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Equal Opportunity Employer Veterans/Disabled

Last application date : 2023-01-31