Associate Representative, Customer Service

Resmed is a company focused on delivering exceptional customer service in the healthcare sector. The Associate Representative in Customer Service will handle customer inquiries, support sales initiatives, and provide technical assistance while ensuring customer satisfaction.

Responsibilities:

• Maintain daily communication with customers across multiple channels to support therapy adherence, track progress, and facilitate ordering of equipment and supplies
• Handle customer orders for medical supplies and equipment
• Create and/or maintain client account records, track deadlines and manage tasks in web-based tools
• Support members of cross functional teams and developing and maintaining positive customer relations which can substantially affect service and/or product revenue(s)
• Collaborate with various departments to meet service sales goals
• Document all technical and customer-reported problems in ticketing/note system with the nature of support inquiry and resolutions recommended
• Provide metrics to the management team as required
• Support roles consist of work in a: (1) clerical, administrative or specialized support tasks in an office or field setting (2) specialized technical tasks or skilled craft work (3) unskilled or semi-skilled operational tasks

Requirements:

• High School Diploma or GED
• 1+ year of Customer Service experience
• Healthcare industry experience preferred, with familiarity of HIPAA regulations and handling sensitive patient information
• Strong communication skills (verbal and written), with the ability to effectively support both patients and external partners
• Proficiency in Microsoft Office (Excel, Outlook, Word) and basic computer literacy, including navigating web-based systems, downloading/uploading files, and managing digital records
• Ability to multi-task and adapt in a fast-paced environment with shifting priorities