Customer Service Associate

Flagship Management, LLC

Status: Full-time

Classification: Exempt

Report to: HoCS

Direct reports: 0

Location: Ivyland, PA or Remote

About Flagship:

Flagship Management offers a turnkey solution designed to manage physical therapy, medical and luxury fitness, and biomedical equipment through the unit life cycle: equipment sales, world-class delivery and installation, preventative maintenance, electrical safety inspections, calibrations, field and bench repairs, re-upholstery, logistical services, and data analytics to enable smarter business decisions.

We sell, service and analyze ‘mission critical’, revenue-generating healthcare capital equipment for physical therapy and other healthcare companies with a strong emphasis on rehabilitation equipment. We have established and grown relationships with many of the industry-leading, nationally operating physical therapy companies. We deploy a total cost of ownership methodology by collecting and analyzing data about the equipment to enable optimal business decisions.

We streamline the service procurement process of our clients by being the one-stop-shop, single vendor that fulfils the capital equipment purchasing and maintenance/repair needs of our clients while providing strong compliance with HIPAA and other regulatory requirements of our physical therapy clients. We service capital healthcare equipment for four of the top five physical therapy companies in the US and have the capability to service equipment for our clients nationwide.

Flagship is a Service Disabled Veteran Owned Small Business (SDVOSB) and is certified by the Department of Veteran Affairs through its Center for Verification and Evaluation (CVE) office. Our social mission is to create jobs for military veterans to decrease the veteran dependency on the federal government and mitigate many of the societal problems that plague the veteran community, and the majority of our service technicians are US military veterans. We believe that it is the private sector’s civic duty to employ military veterans, invest in their growth, and to operate in a way that is reflective of the characteristics of our military. Future generations will only volunteer to serve in the armed forces if they see their parents and grandparents playing a productive role in society after service.

Our mission is best captured in our Three Beliefs:

1) We believe our customers play a critical role in society;

2) We believe our customers deserve the highest level of service; and

3) We believe, among all of the competitors in the market, we are most capable of providing the highest level of service

Position Summary

The position will report to the Head of Customer Success and will be responsible for developing a positive customer experience, fostering relationships and supporting brand loyalty of Flagship Management, LLC. Flagship is an industry-leading capital equipment service provider. Flagship partners with the nation’s largest and best-in-class physical therapy, healthcare, fitness and wellness enterprises to take control of their capital equipment using field service, distribution and analytics. Customer satisfaction is vital to our long-term profitability. This position will interact directly with customers to listen to concerns, resolve problems, and recommend products and services according to the needs of each customer. A proactive customer service associate will anticipate customer questions and familiarize themselves with products and services to offer the best recommendations during each customer interaction. Strong interpersonal skills, note taking skills and the ability to use positive language with customers are important requirements for this dynamic role.

Responsibilities

• Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email.
• Maintain an updated knowledge of the organization's products, services, and customer service policies.
• Document customer interactions when necessary, compiling documents and forwarding information to interested parties.
• Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.
• Recommend new products or services or make suggestions for improvements by identifying relevant features and benefits.
• Assist clients by demonstrating the use of goods and programs and answering any questions they may have.
• Participate in training opportunities provided by the organization or by outside entities.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs.

Desired Skills & Experience

• Entry level - 2 years of previous customer service experience.
• Empathetic, friendly and positive attitude with a desire to provide quality service to our customers.
• Extensive knowledge of the company's policies, procedures, goods and services.
• Familiarity with customer-relationship management (CRM) software programs.
• Ability to explain complex concepts in a clear, simple manner to customers.
• Experience in working with complex, multi-divisional, multi geographical customers.
• Strong written and verbal communication skills.
• Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up.
• Self-starter; Ability to work independently and as a member of various teams and committees.
• Strong organizational, problem-solving, and analytical skills; able to manage priorities and workflow.
• Ability to maintain a calm and polite manner in stressful situations.
• Willingness to cooperate with customers and management to resolve any issues that may arise.
• Proficient in the Google Suite of Products, Microsoft Office Suite, Salesforce, and Skedulo.

Work Location

FM Headquarters at 48 Vincent Circle Ivyland, PA 18974. Remote work available.

Physical Requirements

Physical requirements specific to an office environment will be required including sitting, standing, walking, and utilizing hand and finger dexterity.

• Occasionally required to climb, balance, bend, stoop, kneel or crawl
• Continually required to talk or hear
• Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard
• Occasionally required to lift/push/carry items less than 25 pounds
• Ability to travel frequently by plane and vehicle

It is the policy of Flagship Management to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws. In addition, Flagship Management will provide reasonable accommodations for qualified individuals with disabilities.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

To all recruitment agencies: Flagship Management does not accept agency resumes. Please do not forward resumes to our jobs alias, Flagship Management employees or any other organization location. Flagship Management is not responsible for any fees related to unsolicited resumes.

Job Type: Full-time

Pay: $18.00 - $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Language:

• English (Required)

Work Location: Remote