DME Agent

The Xylo International is seeking a dedicated DME Agent with a solid foundation in medical equipment knowledge and strong customer service skills. The ideal candidate has at least one year of experience in DME-related calling and is proficient in outbound calling, demonstrating excellent communication abilities to effectively interact with clients and healthcare providers. This role involves leading a team of 20 persons, guiding them to achieve targets and maintain high standards of service quality. Attention to detail and a results-driven mindset are essential to excel in this position, which offers a competitive base salary complemented by performance-based bonuses. As a DME Agent, you will play a critical role in supporting the distribution and servicing of durable medical equipment by facilitating seamless communication between customers and the company. You will oversee daily team operations, ensuring that customer inquiries and outbound calls are handled efficiently and professionally. Your leadership will foster collaboration and motivate your team to meet and exceed performance goals while maintaining a customer-centric approach that upholds the company's reputation for excellence.

Responsibilities

• Manage, coach, and mentor a team of 20 agents to achieve individual and collective performance objectives.
• Conduct outbound calls to customers, healthcare providers, and other stakeholders to promote and support durable medical equipment services.
• Respond promptly and professionally to customer inquiries, providing accurate information about medical equipment and services offered.
• Monitor daily team activities to ensure compliance with company policies and regulatory requirements in handling medical equipment orders and communications.
• Maintain detailed records of customer interactions, transactions, and feedback to support continuous improvement.
• Identify opportunities for process enhancements to increase efficiency and customer satisfaction.
• Collaborate with internal departments to coordinate equipment deliveries, maintenance, and billing inquiries.
• Develop and deliver regular performance reports to senior management highlighting team accomplishments and areas for improvement.
• Train new and existing team members on product knowledge, communication techniques, and customer service standards.
• Resolve escalated customer issues effectively to maintain positive relationships and enhance service quality.