CA Bilingual Customer Support Specialist

About DME Serve:

Founded in 2021, DME Service Solutions, LLC strives to be the industry leader in global call center business process outsourcing service solutions. We are passionate about business growth, working to understand customers’ needs while collaborating to develop solutions. Our mission is to develop our clients’ brand value through positive customer experiences, while also helping them meet their strategic business goals. At DME Service Solutions, diversity, equity, and inclusion are more than words – it’s who we are. Our commitment to these values is unwavering. Our agents are passionate about serving communities of all backgrounds. Innovation and integrity are the core values of our business philosophy. Our employees receive a world-class employee experience and benefits, they pay that forward with their service to our clients and their customers. DME is dedicated to supporting the Healthcare industry; Our clients consist of biotech companies, medical device manufacturers and medical supply distributors

Job Duties and Responsibilities:

• Manage large amounts of inbound and outbound calls in a timely manner.
• Acquire patient consent and handle remote patient monitoring setup calls.
• Follow recommended call scripts to guide conversations with customers, while ensuring clients feel supported and valued.
• Use knowledge of our company services and equipment to respond to customers’ questions and needs with appropriate solutions.
• Understand call center metrics and strive to meet or exceed personal and team goals.
• Guide customers through device troubleshooting.
• Use customer database and case management system to document customer interactions.
• Accept positive and constructive feedback from manager, and improve performance based on feedback when necessary.

Job Required Qualification:

• Bilingual – English/Korean; any additional languages welcome
• Excellent customer service and people skills; must be able to work independently and with a team.
• Must have 6 months to one year of customer service experience (heavy phone volume and data entry strongly preferred)
• Strong phone and verbal communication, including excellent active listening skills.
• Ability to set priorities and manage time effectively.
• Proficiency with computers and software such as Microsoft Suite applications and Salesforce

Travel Required:

• 0 – 10%

Language Skills

• Must be able to communicate effectively in English.  Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of the organization. 

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.