Customer Service Representative

Northwest Respiratory Services, a leading provider of oxygen & respiratory products throughout the Midwest & Northern Rockies is hiring a Customer Service Representative for our Eagan, MN office to assist with servicing customers over the phone.

The Customer Service Representative provides exemplary customer service to internal customers, external customers, and all referral sources. This role is responsible for the daily processing of incoming phone calls from state branches, customers and referral partners regarding order requests, service needs and equipment issues. As the first point of contact, this position delivers empathetic, accurate, and professional communication that supports our customers’ health and quality of life.

Essential duties and responsibilities include the following (other duties may be assigned):

• Process oxygen and durable medical equipment orders, including tank orders and fills, supply orders, add-on equipment, service discontinuations, and equipment pick-ups.
• Interact with branch staff regarding customer information, orders and paperwork processing.
• Troubleshoot equipment issues over the phone and communicate with Operations Managers, Service Technicians and Respiratory Therapists to resolve problems.
• Accurately document customer complaints and compliments; escalate unresolved issues to the appropriate department manager when necessary.
• Attend one-on-one feedback sessions, staff meetings, annual training sessions and required competency testing.
• Develop and maintain a working knowledge of the NRS Employee Handbook, Safety Manual and Policy and Procedure Manual.
• Work scheduled Saturdays and extended shifts as required. Must be willing to work Saturdays
• Perform miscellaneous duties including filing patient records and processing Veterans Administration travel orders.