Representative, Data Entry – RMA

Summary: The Data Entry Representative provides customers with support for processing returns from a remote work environment. This position is responsible for the accurate data entry of returns from customers in a timely and efficient manner. Data Entry Representatives enjoy helping others by providing excellent customer service, working independently and as part of a greater team, applying attention to detail, assuming responsibility, and using critical thinking skills to provide the best return and overall customer experience.

The Essential Roles and Responsibilities of the Role are:

Provides front line support to customers via email and possibly phone in the future for hospital products focusing on customer satisfaction, quality, and efficiency to resolve customer issues.

Records and documents all customer interactions properly in accordance with defined procedures, ensuring quality and accuracy in reporting.

Interfaces and interacts effectively with employees and customers, including clinical personnel.

Engages and escalates issues to appropriate personnel and/or departments as needed.

Regularly uses company provided laptop to communicate with customers, update tickets, complete checklists, access portals and training, diagnose problems, and maintain schedule of activities.

Maintains product knowledge through continuous training and uses the latest troubleshooting methods, SOPs, training manuals, and other reference materials.

Maintains compliance with laws protecting data privacy including HIPAA and GDPR.

Adheres to all environmental, health and safety SOPs, equipment, policies, and procedures, including any department specific requirements.

Performs other duties as assigned.

Required Qualifications

Proactive and results-oriented who can work both independently and as part of a team to effectively manage assignments and support customer email queues.

Must have proven ability to exercise independent judgment and draw accurate conclusions to effectively troubleshot issues based on available information.

Must have excellent verbal and written communication skills.

Good interpersonal skills with the ability to react quickly, accurately, and remain calm under pressure.

Ability to give full attention to what other people are saying, taking time to understand the points being made, ask questions as appropriate, and not interrupt at inappropriate times.

Ability to understand and pay attention to the importance of details and convey the meaning to others.

Ability to multitask and pick up from where previous task was left off.

Ability to hold oneself accountable without direct supervision.

Highly proficient and comfortable navigating and using computers and computer-based systems.

Required to maintain reliable internet connection to effectively support business systems.