AOTI is the global leader in multimodality topical wound oxygen therapy. Our patented non-invasive Topical Wound Oxygen (TWO2) therapy is the only device that has demonstrated in Randomized Controlled Trial (RCT) and Real-World Evidence (RWE) studies to heal Diabetic Foot Ulcers (DFUs), resulting in an unprecedented 88 percent reduction in hospitalizations and 71 percent reduction in amputations over 12 months. Due to these remarkable results and more, AOTI is experiencing rapid growth!

We seek an enthusiastic and dedicated Customer Service Representative who is driven to achieve outcomes, thrives within teams, and prioritizes exceptional customer service. 

Location: Oceanside, California - Hybrid Role (All Fridays Work-From-Home and some Mondays) Compensation: $23.00/hr. - $25.00/hr plus your eligible for a monthly bonus up to $500

Along with competitive pay you will be eligible for the following benefits:

• Full benefits with a company sponsored stipend
• 401(k) with company match
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• 11 paid holidays + 2 floating holidays
• Paid Vacation and Sick time
• Paid Volunteer time off to give back to your community
• Referral Bonuses

Job Summary

The Customer Service Representative manages customer orders for Veteran Affairs patients, ensures accurate record-keeping, and provides support to sales representatives. Key responsibilities include verifying and updating orders, tracking customer status and equipment locations, assisting sales reps with order acquisition, notifying them of potential orders, correcting order errors, responding to inquiries, and handling phone communications.

General Accountabilities

• Receives, verifies, and updates customer orders using the company’s ERP system.
• Updates customer status and equipment location daily to ensure accurate records.
• Utilizes company software to assist sales reps in obtaining customer orders and provides pertinent data to enhance efficiency.
• Notifies sales reps about incoming or potential orders.
• Initiates contact with customers to correct order errors.
• Responds promptly to inquiries from customers, sales reps, and co-workers.
• Answers phone calls, checks voicemail daily, and distributes information to the appropriate parties.
• Executes and handles patient paperwork, order processing, billing, and merchant account payments.
• Tracks and records patient statuses monthly for accurate reporting and billing.
• Follows all NetSuite CRM procedures.
• Assists and supports company representatives, VA representatives, and patients as needed.
• Assists with accounts receivable and special projects.
• Ensures full customer satisfaction without unnecessary referrals, maintaining a friendly, helpful demeanor.
• Refers to appropriate departments or arranges for service as needed.
• Gathers necessary data for related offices.
• Tracks problem status until resolution and maintains close contact with customers to provide updates.
• Maintains quality and quantity standards.
• Verifies contracts or forms for completeness and accuracy.
• Updates and maintains necessary records and logs.
• Represents the department to outside customers.
• Ensures timely completion of departmental work.
• Compiles statistical reports as requested.
• Performs other related duties as assigned or requested. 

Job Qualifications

• A high school diploma or equivalent is required; a bachelor's degree is preferred.
• A minimum of three years of relevant work experience, or an equivalent combination of education and experience, is required.
• Demonstrated experience in customer service within industries such as retail, hospitality, call centers, banking, or similar fields.
• Proficiency in using CRM (Customer Relationship Management) software, with a preference for experience with NetSuite.

Competencies

• Problem Solving - Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively; Listens and gets clarification when necessary; Responds informatively to questions.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
• Professionalism - Approaches others in a polite and tactful manner; Maintains composure and reacts well under pressure; Treats others with respect and consideration; Follows through on commitments.

Physical Demands

• Occasionally required to sit.
• Occasionally required to walk.
• Occasionally required to use hands to finger, handle, or feel.
• Occasionally required to reach with hands and arms.
• Occasionally required to talk or hear.
• Occasionally required to bend, lift or climb
• Occasionally required to lift light weights (less than 25 pounds)
• Occasionally required to lift moderate weights (25-50 pounds)
• Finger dexterity required.
• Hand coordination required.

Work Environment

• Possible risk of electrical shock
• The noise level in the work environment usually is speaking level

Advanced Oxygen, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

JOB CODE: 1000032