Technical Customer Service Representative II

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

The Customer Service Representative II role is responsible for providing effective, timely, and courteous service to internal and external customers by managing incoming inquiries, processing orders, and resolving issues with a focus on accuracy and customer satisfaction. This role builds-on foundational skills to support more complex tasks, operates with greater independence, and ensures compliance with regulatory and company policies. This CSR II collaborates with cross-functional teams to deliver a seamless customers experience and serves as a key liaison between the organization and its customers.

Will follow and enforce, HIPAA, SOX, and all Quality Regulatory requirements that may apply within their daily activities, as defined by company policy/procedures.
• Answer questions for customers, Suppliers, and inter company calls into Customer Service with an average of 30 calls per day.
• Logs "Issues", "Complaints", and "Incidents" into Salesforce.
• Keep accurate records of customer interactions and transactions taken in the ERP.
• Responsible for customer follow-ups to promote positive customer relations with all customers, suppliers, and team.
• Communicate order status to customers as needed.
• Provide communication with other departments as needed for all issues and/or complaints.
• Respond to customer inquiries via online live Chat.
• Complete manual order entry as assigned by supervisor.
• Ensures customer order confidentiality
• Assist with and complete special projects

Required

• A minimum of 2 years of related experience.
• High School diploma or equivalent

Preferred

• Experience with desktop operating systems including Windows 11
• Intermediate computer skills.
• Type minimum of 40 words per minute with minimal errors
• Excellent communication and cognitive skills, verbal and written
• Microsoft Office skills to include Excel and Word
• Ability to effectively communicate information over the phone
• Experience in a call center environment
• Critical analytical thinking skills

• Excellent communication and cognitive skills, verbal and written
• Microsoft Office Suite products
• Able to work independently and to adapt to a fast-changing environment
• Detail oriented and able to effectively organize and manage multiple responsibilities
• Creative, self-disciplined and capable of identifying and completing critical tasks independently
• Strong customer service skills
• Act with integrity in all ways and at all times, remaining honest, transparent, and respectful in all relationships.
• Keep the patient at the center of everything that you do, building lifelong trust.
• Foster open collaboration and constructive dialogue with everyone around you.
• Continuously innovate new solutions, influencing and responding to change.
• Focus on superior outcomes, and calibrate work processes for outstanding results.

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger's BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.

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