Customer Service Representative

About The Role The Customer Service Representative for Sleep at Aeroflow Health plays a vital role in delivering outstanding customer support to individuals utilizing CPAP therapy. This position involves guiding patients through the process of understanding their sleep therapy supplies, assisting with orders, troubleshooting equipment issues, and coordinating with healthcare providers to ensure compliance and proper documentation. Initially, the role requires presence in the Asheville office for the first 90 days, after which it offers the flexibility of fully remote work. The ideal candidate will be a motivated, empathetic communicator with a passion for helping others and a keen eye for detail. This role offers an excellent opportunity to join a rapidly growing organization that values internal promotion, professional development, and making a positive impact on the community and healthcare industry.

Qualifications

• High school diploma or GED
• Minimum of 1 year experience in a customer service-related role
• Proficiency in computer navigation and software applications such as Google Suites or Microsoft Office
• Excellent communication and interpersonal skills
• Strong problem-solving and analytical abilities
• Ability to manage time effectively and prioritize tasks
• Empathetic, patient, and compassionate approach to customer interactions
• Ability to work collaboratively within a team environment
• Knowledge of HIPAA regulations and commitment to maintaining patient confidentiality

Responsibilities

• Provide compassionate and empathetic customer support via phone, chat, and email to CPAP users
• Assist customers in understanding their sleep therapy supplies and guide them through the ordering process
• Coordinate with medical offices, testing facilities, and other CPAP dealers to obtain necessary documentation
• Communicate effectively and accurately to ensure correct and appropriate order placement
• Offer basic troubleshooting assistance for CPAP equipment to promote successful therapy outcomes
• Contribute to a positive team environment by collaborating with colleagues and other departments
• Achieve individual and team KPI and performance goals
• Ensure compliance with all applicable laws, regulations, and company policies, including HIPAA confidentiality standards
• Maintain regular and reliable attendance as per the assigned schedule
• Perform additional duties as assigned to support team and organizational objectives