Inogen, Inc.
  • Customer Care Center
  • Richardson, TX, USA
  • Full Time

ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider.

Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.


Manage Customer Care Center and staff by overseeing daily functions to assure timely and accurate processing of inbound telephone and portal customer inquiries, supply sales and replacement orders, returns and repair orders.  Manages to ensure that customer's needs are expeditiously addressed, works to exceed customer expectations and promotes a world class customer service experience at all times.  Interfaces cross-departmentally to create / ensure continuous improvement to both our products and services. 


Key Competencies:

  • Responsible for selection, hiring, training and development of departmental staff.
  • Responsible for direct report, coaching and development, ongoing employee check-ins and annual performance appraisals.
  • Ensures department staff has all necessary information needed to provide technical support to end-users for Inogen products
  • Utilize key performance indicators to manage to budget responsibilities associated with Customer Care Center technical support functions
  • Interact with Manufacturing and Repair teams regularly to review patient feedback to ensure client expectations are met
  • Make recommendations for compensation increases and/or promotion.
  • Develop and maintain new-hire training materials, program and evaluation tools.
  • Administer employee discipline as needed according to company policies.
  • Monitor departmental flows to assure adequate staffing and optimal FTE time use / departmental efficiency.
  • Schedule department staff to assure business hour phone coverage.
  • Update holiday and business closure phone messages as needed.
  • Coordinate departmental coverage including vacation approval/planning.
  • Manage automated phone systems, tracking volumes, after hours usage, scripting and workgroup management.
  • Monitor, observe, critique and provide monitoring/feedback to CCC Agents on service calls relative to demeanor, technical accuracy and conformity to company policies.
  • Maintain and keep current all departmental scripting, training and comprehensive testing materials.
  • Capture and download data to fulfill departmental metric reporting.
  • Inspire and coach staff to ensure employee satisfaction and highest level of group contribution.
  • Help define improved departmental process and workflow; responsible for creation / maintenance of documentation of standard work and operating procedures.
  • Contribute to continuous improvement of service to internal and external customers, process and product improvements.
  • Assist in execution of customer and/or product surveys to provide better service and products delivered to market.
  • Assist department head with projects as needed.


Do you possess these abilities?

  • Proven management ability: Solid conflict resolution skills, ability to coach and mentor diverse team members.
  • Excellent verbal and written communication skills required; strong Excel, PowerPoint and reporting skills desired.
  • Front office and back office database knowledge required; Alliance, Oracle or training a plus.
  • Must have a proven track record of successful team leadership and participation, as well as ability to work independently and self-start.
  • Medical industry background helpful
  • Ability to manage and inspire direct reports



  • BA in Business, English, Communications or related area desirable
  • 5+ years in leadership for Customer Service, Call Center Management or Sales Organization background or similar relevant work experience required.


WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer.  Each of Inogen' s offices have a casual culture that supports employees being responsible and developing professionals.

We offer competitive salaries and a robust benefit package:

  • Employee Stock Purchase Plan 401 (K) plan available for all employees Health, dental, vision insurance Flexible spending accounts and wellness discount program Life Insurance Long Term Disability Robust paid time off and 8 paid holidays Employee Assistance Program

See the Inogen Team in action:


Inogen Where we go to work hard to positively impact people's lives


Inogen is an equal opportunity employer.  We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster and its supplement are available here:;  The pay transparency policy is available here:

Inogen is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to or call (972) 616-5668 and let us know the nature of your request and your contact information.





Inogen, Inc.
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