Description

Job Summary   

The Equipment Setup Specialist is responsible for providing the required information for a successful setup of equipment over the phone. In addition to answering any product-related questions and setting expectations for the customer’s future needs with Inogen. While ensuring they follow all applicable compliance/regulatory processes and Inogen policies. Including verifying required patient files are within database systems.

Equipment Setup Specialist – Level I       

• Ensures Imogen’s compliance with all state and federal regulations.       
• Setting expectations for new cash and rental customers.       
• Ensures all required documents are accounted for prior to closing the case.       
• Provide timely and professional follow up with patients and customers to meet team service level expectations.       
• Maintain regular and punctual attendance.       
• Adhere to key performance metrics.       
• Understand and adhere to company and departmental policies and procedures, including and not limited to QA forms, SOPs, Wis, and safety and secure measures.       
• Providing the highest level of customer service       
• Demonstrate the highest level of professionalism, personal accountability and always follow through.       
• Assist new cash and rental customers with the set-up of their equipment.       
• Responsible for documenting all patient interactions in appropriate systems and work to maintain accurate record keeping.       
• Required to communicate with external departments to resolve customer accounts.       
• Professionally handle high call volume of incoming request from customers, make outbound calls as required to resolve customer issues, questions, concerns including and limited to equipment set-up and product information.       
• Assist with any other duties as assigned.   

Equipment Setup Specialist – Level II

In addition to items listed for Equipment Setup Specialist I, the Equipment Setup Specialist II may also be responsible for the following.       

• Manage multiple tasks and responsibilities by monitoring queue volumes and ageing while collaborating with team mates to maintain required SLAs and performance metrics with appropriate attention to detail and quality standards.       
• Collaborates to develop and improve work instructions, workflows and learning aids for continuous team growth.       
• Professionally handles escalated customer calls by providing support and resolution for case issues.       
• Efficiently working assigned cases while continuing to balance call workflow       
• Works special projects.   

Equipment Setup Specialist - Lead

In addition to items listed for Equipment Setup Specialist I, II the Equipment Setup Specialist Lead may also be responsible for the following.

• Performs quality assurance reviews of team members files and provides feedback as appropriate.       
• Provides support to Equipment Setup Specialist by promoting company policies and procedures answering questions and assisting with training/coaching opportunities.       
• Assists in handling disputes, escalations and complex issues in an appropriate and timely manner.       
• Participates in training of new employees and ongoing training for existing employees.       
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer onboarding experience.       
• Assignment of Salesforce case workflow to ensure daily SLAs are met.       
• Responsible for daily/weekly reporting to track aged cases, productivity, rejection trends or other team function reporting.       
• Participate in high level projects and varies assignments as required.       
• Assist Equipment Set-up Supervisor with reports, projects and team assignments.   

Knowledge, Skills, and Abilities       

• Drive to meet or exceed daily performance metrics related to key performance indicators.       
• Demonstrate proficiency in typing and grammar.       
• Knowledge of relevant software computer applications.       
• Knowledge of customer service principles and practices.       
• Ability to collaborate with others & work in a team-oriented environment.       
• Ability to work in a fluid work environment based on business needs.       
• Strong organizational skills.       
• Must have a strong work ethic.       
• Must be well-organized and a self-starter.       
• Excellent oral and written communication skills required.       
• Effective active listening skills.       
• Attention to detail is required.       
• Effective conflict resolution.       
• Analytical & problem-solving skills & ability to multitask.   

Qualifications (Experience and Education)

Level I Equipment Setup Specialist - I       

• Operates at a task level.       
• Substantial supervision required.       
• High School diploma or equivalent, required.       
• 0-1 years of Customer Service experience       
• Previous SalesForce and/or Oracle knowledge, preferred.       
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.   

Level II Equipment Setup Specialist - II       

• Operates at a task + project level for selected projects which are specifically assigned to them.       
• Able to execute tasks and project level work independently.       
• Some supervision required.       
• High School diploma or equivalent, required.       
• 1-2 years of Customer Service experience required. Including 1 years’ experience working in an inbound call support role, preferred.       
• Previous SalesForce and/or Oracle knowledge, required.       
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.   

Level III Equipment Setup Specialist - Lead       

• Able to execute at a task + project level independently.       
• Minimal supervision required.       
• May be able to mentor/train junior staff members.       
• High School diploma or equivalent, required.       
• 3+ years of Customer Service/Sale/Administrative Management experience, required. Including 2 years’ experience working in an inbound call support role, preferred.       
• Previous SalesForce and/or Oracle knowledge, required.       
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.