Back office customer support specialist

Job Summary:

We are seeking a dedicated and enthusiastic Back Office Customer Service Specialist to join our team and support customers who use CPAP (Continuous Positive Airway Pressure) therapy. In this role, you will handle inbound calls, place orders, answer product and insurance-related inquiries, and provide a world-class customer experience. The ideal candidate is empathetic, detail-oriented, and has a strong background in call center support, preferably within the medical equipment or healthcare industry.

Key Duties and Responsibilities:

• Answer incoming customer calls and assist with placing orders for CPAP equipment and supplies.

• Provide information regarding CPAP products, insurance coverage, and prescription requirements.

• Troubleshoot and resolve customer concerns related to existing orders, deliveries, or equipment issues.

• Ensure a courteous and professional tone is maintained in all customer interactions.

• Document all customer activity accurately in the appropriate system.

• Maintain compliance with HIPAA regulations; report any breaches immediately to the Privacy Officer.

• Follow established procedures for handling protected health information.

• Meet or exceed performance goals in areas such as call quality, efficiency, and customer satisfaction.

Qualifications and Requirements:

Required:

• Minimum of 1 year experience in a high-volume call center environment.

• Minimum typing speed of 50+ words per minute.

• Flexible schedule availability (may include evenings or weekends).

• Strong verbal and written communication skills.

• Excellent listening, problem-solving, and multitasking skills.

• High attention to detail and organization.

• Professional, upbeat, and empathetic personality.

• Working knowledge of Microsoft Office Suite and basic computer skills.

Preferred:

• 1–3 years of customer service experience in a call center environment.

• At least 1 year of sales or upselling experience.