Customer Service Specialist

• Establish rapid rapport with customers over the phone while maintaining a positive, professional, and empathetic demeanor
• Serve as a primary point of contact for customers/patients, account executives, and cross‑functional teams including clinical, financial, reimbursement, operations, and service partners
• Accurately assess customer needs and determine appropriate actions in accordance with Hillrom Respiratory Health guidelines
• Provide front-line technical phone support for respiratory products and electronic devices, clearly explaining procedures and escalating trends to Quality and R&D as needed
• Develop and maintain technical expertise in Respiratory Health devices, portal connectivity products, and ongoing support updates
• Correctly identify order types and warranty eligibility to ensure accurate billing, partnering closely with internal billing teams
• Utilize multiple systems, investigation techniques, and problem-solving skills to drive first-call resolution with speed and accuracy, while processing accounts, orders, shipping, rentals, returns, and complaints
• Manage pre- and post-sales service scenarios using independent judgment, including rotating after-hours phone coverage with occasional evening and weekend support

• Associate degree in business or related field, or equivalent work experience
• 3+ years of progressive experience in a customer service role
• healthcare field desirable
• Previous experience in the healthcare field, preferred
• TIMS, JD Edwards or other third-party billing system experience preferred
• Experience with Microsoft Office
• Spanish-speaking skills a plus
• Candidate must be able to sit/stand in front of computer and be on phone for extended periods of time

Spanish-speaking skills

• medical and dental coverage that start on day one
• insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
• Employee Stock Purchase Plan (ESPP) with the ability to purchase company stock at a discount
• 401(k) Retirement Savings Plan (RSP) with options for employee contributions and company matching
• Flexible Spending Accounts
• educational assistance programs
• time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service
• family and medical leaves of absence
• paid parental leave
• commuting benefits
• Employee Discount Program
• Employee Assistance Program (EAP)
• childcare benefits