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.

JOB DESCRIPTION 

Conducts quality evaluation program for the Customer Care department to ensure requirements are met.  Monitors and audits calls to identify coaching opportunities and improve call quality and results.  Works to improve agent knowledge of product offering and ensures team is aligned on any changes to process.  Develops and conducts new hire training courses and refresher trainings for tenured agents.  Fields questions and feedback from agents to continuously improve training. Consults with leaders from other departments to improve alignment. Ensures proficiency across team in customer service skills and process. Supports training efforts and content creation.

Key Competencies:

  • Designs, implements, and conducts quality evaluation procedures
  • Monitors and audits call recordings to score quality metrics and identify coaching opportunities
  • Designs and delivers training for new hires and refresher courses for tenured agents
  • Shadows new hires post-training to ensure proficiency
  • Works with Manager and Supervisors to identify training needs
  • Conducts round tables and surveys to gauge effectiveness of training
  • Provides leadership support and coverage of Customer Care team in coordination with peers
  • Partners with Document Specialist to get Work Instructions through DCR process in a timely manner
  • Promotes Inogen core values and business objectives

Do you possess these abilities?

  • Experience with call auditing and coaching
  • Excellent presentation skills
  • Excellent verbal and written communication skills
  • Must be self-motivated and deliver results with minimal supervision
  • Must be able to inspire others to achieve results
  • Proficient with all technology systems
  • Familiarity with learning management systems a plus
  • Oracle and Salesforce experience desired

Requirements:

  • Graduation from high school or GED equivalent required
  • BA in Business, Communications, Education or related area is preferred

Working Conditions:

  • Position is office based, travel may be required occasionally to our CA and OH locations (20%).

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:

https://www.youtube.com/watch?v=dKoTMeJf5J4

 

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: http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm; http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf.  The pay transparency policy is available here: http://www.dol.gov/ofccp/pdf/EO13665_PrescribedNondiscriminationPostingLanguage_JRFQA508c.pdf.

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 recruiting@inogen.net or call (972) 616-5668 and let us know the nature of your request and your contact information.

 

 

Inogen, Inc.
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

    I agree to ApplicantPro's Applicant Information Use Policy.*
  • Sign Up For Job Alerts!

  • Share this Page
  • Facebook Twitter LinkedIn Email
.
Image Map Logo International Distributors Medical Professionals Investors Oxygen Therapy Products Shopping Cart Icon About Inogen Support Resources Blog HME Providers Order Now