Customer Service Representative - Nashville, TN

ABC Home Medical Supply, Inc is one of the nation’s leading urological supply providers and serves as a one-stop shop with a comprehensive line of medical supplies and service that includes: Urological, Incontinence, Wound Care, and Ostomy.  ABC Medical is part of the JDS, Inc family of businesses.  Our service companies possess the knowledge and expertise to deliver first-class products and personalized home healthcare services.
 

Location: Nashville 
Department:  

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ABC Medical is one of the nation’s leading urological supply providers, and serves as a one-stop shop with a comprehensive line of medical supplies and services that includes: Urological, Incontinence, Wound Care, and Ostomy.  ABC Medical is part of the JDS, Inc family of businesses.  Our service companies possess the knowledge and expertise to deliver first-class products and personalized home healthcare services.

Work Location: Remote until Nashville office is open in Q1 2025; Nashville office with hybrid work with 3 days in the office 

Work Hours: 10:30am-7pm CST

Responsibilities:

We are seeking a dedicated and customer-focused individual to join our fast-paced team as a Customer Service Navigator in our high-volume call center. The Customer Service Navigator is the advocate of the customers for the Company, so empathy and compassion are paramount. The Customer Service Navigator is dedicated to processing orders for our chronic condition customers. You will also be responsible for assisting customers in finding resources outside of ABC in their communities.

Customer Support:

• Handle inbound and outbound customer calls, emails, and inquiries with professionalism and courtesy.
• Ability to be resourceful - conducting their own research for customers to find them the best solution, not just off the shelf.

• Address and resolve customer concerns or issues in a timely and effective manner.
• Provide support in selecting ancillary products (such as wheelchairs, shower chairs, etc.) and provide support in creating an accessible life (such selecting an appropriate vehicle, necessary modifications to their home, etc.)

Communication:

• Communicate effectively and empathetically with customers to understand their needs.
• Provide clear and concise information to customers on products, services, and processes.
• Document all customer interactions and maintain accurate records.

Product Knowledge:

• Stay informed about the company's products, services, and promotions.
• Continuously update knowledge on industry trends and customer service best practices.
• Deep understanding of disease state / understanding of someone with a disability and knowledge of support services available in the community and build relationships with key resources within the community is preferred
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Quality Assurance:

• Adhere to established quality standards and guidelines in customer interactions.
• Participate in training sessions to enhance skills and knowledge.

Minimum Qualifications:

• High school diploma or equivalent required.
• Ability to pass a drug and background check.

• Basic working knowledge of computer systems; Brightree experience a plus.
• 3-5 years in a call center environment.

• 2+ years of DME experience

Preferred Qualifications:

• Previous experience in urological, ostomy, wound care and incontinence DME
• Familiarity with insurance rules and regulations, including working with HIPAA and Personally Identifiable Information. 

Here’s what we have to offer:

• Variety of Medical, Dental and Vision Insurance Plans
• 401k Plan
• PTO and Paid Holidays
• EAP
• Employee Discounts

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, generous retirement savings, and a unique Benefit of Employee Share Ownership Program (BESOP).

• The anticipated base salary range for this position is $18-$21. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.
• The Company also provides a unique Benefit of Employee Share Ownership Program (BESOP) program based on earnings and length of service.
• The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid parental leaves, statutory leaves/disability programs, accident, and life.
• The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions.
• The Company’s paid time off benefits include: 8 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.

Job Req ID: 33985

EOE Statement:

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Team members shall adhere to high standards of ethical conduct and will comply with and assist the Company in complying with all policies and applicable laws and regulations.

Accommodations Statement:

ABC Medical endeavors to make www.abc-med.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact the ABC Medical HR Department at HR@abc-med.com.  This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.