CSR Call Center

About Company:

Corner Home Medical (CHM) is a family-owned and operated Durable Medical Equipment (DME) provider serving communities throughout Minnesota, North Dakota, Western Wisconsin, Northern Iowa, and the Eastern Dakotas. CHM delivers a broad range of Home Medical Equipment, compassionate support, and high quality service.

Corner Home Medical was established in 2015 when two long standing family businesses merged. The Steinhauser family began operating a DME business in 1995 while the Neumann family had operated a similar home respiratory and DME business since 2001. The two families maintain a strong commitment to family ownership, personalized care, and service excellence.

CHM offers a comprehensive catalog of home medical equipment and services including:

• Respiratory Equipment: CPAP/ BiPAP devices, portable and stationary oxygen systems, ventilators, and support for obstructive sleep apnea.
• Durable Medical Equipment (DME): Wheelchairs (manual, power, and rehabilitative) walkers, scooters, hospital beds, lift chairs, mobility aids, commodes, pressure-reducing surfaces, and enteral supplies.
• Home Medical Services: Home evaluations for wheelchair accessibility, warranty repairs, product set up and training, rental equipment, pick-up and delivery within 30 miles of locations, and 24/7 emergency services

CHM Mission is to foster compassionate care, collaborate education, innovation, quality, and above all trust. Our staff consists of trained individuals dedicated to helping patients maintain independence and improve health outcomes through right-timed delivery of medical equipment and support.

Corner Home Medical operates over 25 locations across Minnesota and North Dakota making friendly, local service widely accessible.

Corner Home Medical is widely recognized as a leading regional provider of home medical and respiratory equipment, known for our high-touch service model, knowledgeable staff, and strong community presence. Many locations offer personalized equipment selection, patient training, and responsive support, reinforcing our standing as a top DME Supplier.

About the Role:

The CSR Call Center position is pivotal in delivering exceptional customer service and support to clients across various industries within the United States. This role focuses on effectively managing inbound and outbound calls to address customer inquiries, resolve issues, and provide accurate information about products and services. The successful candidate will contribute to enhancing customer satisfaction and loyalty by maintaining a professional and empathetic communication style. Additionally, this role involves documenting interactions and feedback to help improve service processes and customer experience. Ultimately, the CSR Call Center representative acts as a vital link between the company and its customers, ensuring a positive and seamless service journey.

Minimum Qualifications:

• High school diploma or equivalent.
• Proven experience in a customer service or call center environment.
• Excellent verbal and written communication skills in English.
• Basic computer proficiency and ability to navigate multiple software applications.
• Ability to handle stressful situations calmly and professionally.

Preferred Qualifications:

• Associate’s degree or higher in a related field.
• Experience with CRM software such as Salesforce or Zendesk.
• Bilingual abilities, especially in Spanish, are highly desirable.
• Strong problem-solving skills and the ability to think critically under pressure.
• Previous experience in a remote or virtual call center setting.

Responsibilities:

• Handle a high volume of inbound and outbound customer calls promptly and professionally.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer complaints and issues efficiently while maintaining a positive attitude.
• Document all customer interactions and transactions thoroughly in the company’s CRM system.
• Collaborate with team members and other departments to escalate and resolve complex issues.
• Follow up with customers to ensure their issues have been resolved satisfactorily.
• Adhere to company guidelines and compliance standards during all customer interactions.

Skills:

The required communication skills are essential for clearly understanding customer needs and conveying solutions effectively during calls. Computer proficiency enables the representative to efficiently use CRM systems and other software to document interactions and access customer information. Problem-solving skills are applied daily to address and resolve customer issues promptly, ensuring satisfaction. Preferred skills such as bilingualism enhance the ability to serve a diverse customer base, broadening the scope of support. Additionally, familiarity with CRM platforms and remote work tools facilitates smooth workflow management and collaboration with team members.