React Health is a fast paced, growth oriented, manufacturer and distributor of medical equipment serving the respiratory, sleep and cardiology patients, caregivers, physicians, and providers. React Health sells and supports its product and services in the acute-care, non-acute and home medical equipment markets. React Health has built a model that combines manufacturing and distribution of products and services to meet the challenges of the undiagnosed as well as those needing therapies after diagnosis in the sleep and respiratory population.

The Service CSR is a vital member of the Service team. The focus of this role is on the administration and support of all service-related communication/coordination activities associated with React Health Customers and Approved Service Providers. This is a customer-facing role and exceptional customer service skills are essential. This CSR role will report to the Service Operations Manager.

ROLE AND RESPONSIBILITES:

• Handle RMA requests from end users, reseller partners, and internal sales/support organizations,

• Manage the daily coordination activities with Authorized Service Partners, including:

o Technical Support,

o Issuance of external work authorizations,

o Entitlement Verification based on SN,

o Shipment coordination to/from customer/ASP,

o Quoting/Billing for service parts and billable services with customer/ASP,

o Sales order entry/management for customer/ASP,

• Ensure all required and supporting information is collected and entered during RMA creation,

• Serve as focal point for customer phone and email questions regarding the status of their RMA,

• Proactively communicate RMA status to customer,

• Initiate customer invoicing after RMA completion for billable services,

• Work with the sales, support, and services team to resolve discrepancies that arise during the RMA process

• Maintain a positive, helpful, collaborative, and constructive demeanor in all internal and external interactions,

• Support other administrative requests from services management,

• Work cross-functionally to ensure timely RMA creation, processing, and closure.