Customer Experience Representative - Mom & Baby
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About The Position
Aeroflow Health is seeking a compassionate and dedicated Customer Experience Representative for our Mom and Baby division, located in Asheville, NC. This role is pivotal in providing exceptional customer service to new and expectant mothers, ensuring they receive the necessary home health products and equipment through their insurance. The position requires the representative to work in the Asheville office for the first 90 days, after which there is an opportunity for full remote work. As a Customer Account Representative, you will be part of a dynamic team of 40 customer service representatives and 7 inside sales managers. Your primary focus will be on supporting expecting mothers, medical offices, and insurance providers by managing customer requests for breast pumps, maternity compression, and lactation support services. Your performance will be evaluated based on key metrics related to customer service, phone interactions, gross profit, and closing percentages. In this role, you will be responsible for overseeing orders for mom and baby items, interfacing with customers to determine their needs, handling inbound and outbound communications, troubleshooting customer service issues, and ensuring compliance with HIPAA regulations. You will also be tasked with entering customer demographics, processing documentation, and maintaining accurate order entries. This position requires a strong commitment to customer care and compliance with all relevant laws and policies, as these are critical elements of job performance.
