Inbound Service Center Agent - Eden Prairie, MN - Full-time / Part-time

Position Description:

When you are in the business of
health care, you're in the business of people. At UnitedHealth Group, hi Health
Innovations we want every customer experience to be distinctly personal. The
challenge is complex. When people call us for help, their focus is on getting
the best care possible. We help them understand their hearing loss challenges
and their options in purchasing hearing devices that meet their unique needs.
This part of their lives matters a lot to them and it matters just as much to
us. Our product support teams have a serious responsibility to make every
contact informative, productive, positive, and memorable for what it says about
how much we care.

The Inbound Service Center Agent is responsible
for taking inbound calls from customers who have hearing aid devices that were
purchased through us.  The Agent is
responsible for handling troubleshooting equipment questions, retaining
customers, and data entry of each call in an inbound call center
environment. 



Primary Responsibilities: 

• Receive inbound calls regarding service and
  troubleshooting needed for customers with hi Health Innovations Hearing
  Devices
• Process incoming mail for the receiving department
• Constantly meet established productivity, schedule
  adherence, and quality standards
• Punctual adherence to scheduled work start times
• Respond to complex customer calls regarding the use,
  maintenance and repair of hearing devices
• Ideal candidates should have excellent communication
  skills, problem solving skills, ability to be flexible in daily
  assignments and a passion for assisting customers with their healthcare
  needs
• Retain customer sales by providing tier 2 trouble
  shooting to prevent potential hearing device return issues: reprogramming
  concerns; product repair
• Partner with audiologists and hearing professionals
  regarding tier 2 troubleshooting and repair of devices
• Resolve complex escalated calls regarding service for
  Class I Medical Hearing Devices
• Provide new hire on-boarding and side by side coaching
  for other fulfillment & logistics staff
• Analyze and determine correct disposition of returned
  product
• Processes returns for credit, exchange, repair or
  reprogramming
• Work with Finance as necessary for applicable refunds
• Engage product manufacturer for merchandise under
  warranty
• Manage the retrieval of Lockbox and fax files
• Demonstrate the ability to build and maintain
  productive working relationships with others and contribute as an effective
  staff member
• A high degree of problem-solving, combined with a
  superior commitment to
• Customer Service: Inbound and outbound calls
• Quickly and accurately identify and assess individual
  customer needs and take appropriate action steps to satisfy those needs
• Solve problems systematically, using sound business
  judgment, and following through on commitments
• Punctual adherence to scheduled work start times, need
  a history of strong attendance in prior positions
• Demonstrate the ability to build and maintain
  productive working relationships with others and contribute as an
  effective staff member
• Demonstrate strong data entry skills and proficiency
  use of a PC, including the ability to locate and interpret complex
  information from multiple systems
• Be comfortable working with a headset, at a desk for
  extended periods of time.
• Other tasks or special projects as assigned

Requirements:

• High school diploma/GED required
• 1+ year customer service experience within a call
  center environment
• 1+ year data entry experience including analysis of
  information entered
• Beginner level of proficiency with MS Word and Excel
  and other Windows based applications
• Manual dexterity and the ability to handle small device
  pieces for quality inspections
• Experience troubleshooting customer inquiries via
  telephone

Assets:

• Healthcare or hearing aid experience preferred
• SalesForce experience
  

UnitedHealth Group is working to create the health care system of
tomorrow.



Already Fortune 25, we are totally focused on innovation and change. We work a little
harder. We aim a little higher. We expect more from ourselves and each other.
And at the end of the day, we're doing a lot of good.



Through our family of businesses and a lot of inspired individuals, we're
building a high-performance health care system that works better for more
people in more ways than ever. Now we're looking to reinforce our team with
people who are decisive, brilliant - and built for speed.



Come to UnitedHealth Group, and share your ideas and your passion for doing
more. We have roles that will fit your skills and knowledge. We have diverse
opportunities that will fit your dreams.

Diversity creates a healthier
atmosphere: All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, national origin, protected
veteran status, or disability status. 

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a
drug test before beginning employment. In addition, employees in certain
positions are subject to random drug testing.