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Axogen

Customer Care Specialist

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Tampa, Florida, United States

10h ago
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Job Description

Axogen is committed to building and maintaining a strong and gratifying company culture that fosters professional growth. Our hands-on and personal approach makes transitioning to a new job a seamless and enjoyable process. Most benefits are effective on day one!  

Axogen is an equal opportunity employer and does not discriminate against applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or veteran status. 

 Why you’ll love working at Axogen: 

  • Friendly, open, and fun team culture that values unique perspectives 
  • Company-wide dedication to profoundly impacting patients’ lives 
  • Comprehensive, high-quality benefits package effective on date of hire 
  • Educational assistance available for all employees 
  • Matching 401(k) retirement plan 
  • Paid holidays, including floating holidays, to be used at your discretion 
  • Employee Stock Purchase Plan 
  • Referral incentive program 

If you want to see how you can impact lives at Axogen, take a look at these inspiring patient stories: https://www.axogeninc.com/patient-stories/ 

Axogen Mission and Business Purpose

Our business purpose is to restore health and improve quality of life by making restoration of peripheral nerve function an expected standard of care. We aim to lead the markets we serve by always requiring the solutions we offer patients and caregivers provide an improved benefit-to-risk profile as compared to existing standards of care. To ensure we deliver improved benefit-to-risk solutions, we will guide and expect the market and design requirement specifications underlying our engineering, business development, and clinical research activities, objectively target advancements in standards of care.

Job Summary of the Customer Care Specialist

The Customer Care Specialist will handle internal and external customer inquiries, concerns and input direct sales orders with the highest degree of courtesy and professionalism.  Offers alternative solutions where appropriate with the objective of retaining customer’s business.  Handles transactions in connection with activation of new customer accounts on a computer terminal. 

Requirements of the Customer Care Specialist

  • High School Diploma or equivalent, AA degree preferred 
  • Proficient using Microsoft Office applications 
  • Detailed oriented 
  • Excellent problem-solving skills 
  • Effective time management and organizational skills
  • Able to train Mon-Fri 9am - 6pm for 1 month then work Mon-Fri, 11am - 8pm and work on call as needed on the weekends (usually once every few months)

Responsibilities of the Customer Care Specialist

The specific duties of the Customer Care Specialist include but are not limited to:

  • Coordinates customer interactions in a professional manner that positively represents Axogen Inc.   
  • Supports the Customer Care Department with administrative tasks such as data entry, filing and answering phones.   
  • Information will be provided about products and services and could include obtaining details of complaints in accordance with established regulations and procedures. 
  • Keeps records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken 
  • Ensures appropriate actions were taken to promptly resolve customers’ problems. Documents actions taken and provide solutions to possible avoid future occurrences.
  • Contacts customers to respond to inquiries; notify them of claim investigation results and any planned adjustments
  • Refers unresolved customer grievances to designated departments for further investigation
  • Determines charges for services requested and arrange for billing 
  • Completes contract forms, prepares change of address records, and issues service consignment discontinuance orders 
  • Coordinates with customers on inventory and shipments of product 
  • Collaborates effectively with sales and other departments ensuring world class customer care is consistently achieved 
  • Complies with all company policies, procedures and SOPs 

Location

111 West Oak Ave., Tampa, FL  33602

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Benefits/Compensation

This position is eligible for an annual bonus. Benefits offered for this position include Health, Dental, Vision, Matching 401K, Paid Time Off, 9 Paid Holidays + 3 Floating Holidays, Dependent Care Flexible Spending Accounts, Medical Flexible Spending Accounts, Tuition Reimbursement, Paid Parental Leave, Paid Caregiver Leave, Basic Life Insurance, Supplemental Life Insurance, Employee Stock Purchase Plan, and Disability Insurance, as described in more detail in summary plan descriptions.

Hourly Pay Range
$22—$24 USD

Axogen follows healthcare system guidelines with respect to credentialing, vaccinations and other employment/compliance related requirements, as well as CDC guidance. Axogen reserves the right to amend its policies from time to time in its sole discretion.

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