Summary:
The Data Entry Representative provides customers with support for processing returns from a remote work environment. This position is responsible for the accurate data entry of returns from customers in a timely and efficient manner. Data Entry Representatives enjoy helping others by providing excellent customer service, working independently and as part of a greater team, applying attention to detail, assuming responsibility, and using critical thinking skills to provide the best return and overall customer experience.
Pay is commiserate with experience $14-15/hr
The Essential Roles and Responsibilities of the Role are:
- Provides front line support to customers via email and possibly phone in the future for hospital products focusing on customer satisfaction, quality, and efficiency to resolve customer issues.
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- Records and documents all customer interactions properly in accordance with defined procedures, ensuring quality and accuracy in reporting.
- Interfaces and interacts effectively with employees and customers, including clinical personnel.
- Engages and escalates issues to appropriate personnel and/or departments as needed.
- Regularly uses company provided laptop to communicate with customers, update tickets, complete checklists, access portals and training, diagnose problems, and maintain schedule of activities.
- Maintains product knowledge through continuous training and uses the latest troubleshooting methods, SOPs, training manuals, and other reference materials.
- Maintains compliance with laws protecting data privacy including HIPAA and GDPR.
- Adheres to all environmental, health and safety SOPs, equipment, policies, and procedures, including any department specific requirements.
- Performs other duties as assigned.
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Required Qualifications
- Proactive and results-oriented who can work both independently and as part of a team to effectively manage assignments and support customer email queues.
- Must have proven ability to exercise independent judgment and draw accurate conclusions to effectively troubleshot issues based on available information.
- Must have excellent verbal and written communication skills.
- Good interpersonal skills with the ability to react quickly, accurately, and remain calm under pressure.
- Ability to give full attention to what other people are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.
- Ability to understand and pay attention to the importance of details and convey the meaning to others.
- Ability to multitask and pick up from where previous task was left off.
- Ability to hold oneself accountable without direct supervision.
- Highly proficient and comfortable navigating and using computers and computer-based systems.
- Required to maintain reliable internet connection to effectively support business systems.
- Ability to sit and look at a computer for long periods of time.
- May be required to work evenings, weekends, holidays.
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Experiences and Education
Education or Formal Training:
- High School diploma or GED required
- College degree in a related field preferred
- Project Management certifications are a plus
Experience:
Required
- 1 – 2 years related experience providing technical support via email.
- Experience using devices such as cell phone, laptop, and tablet to perform work activities
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Preferred
- Experience contributing and accessing information from a Knowledge Management system
- Medical device industry background
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