Customer Complaints Specialist

3 weeks ago

Austin, United States Systems Ally Full time

**Hybrid**

**(Can also be hybrid in Lake County)**

**The position will require both remote and in-person availability.**

**Title: Intake Specialist I**

**Purpose**:

- The Intake Specialist I works to support PMQA through providing the initial triaging of complaints from all channels and serve as the first point of contact with the customer.
- They will ensure accuracy of data from the customer to make the initial identification of the complaint code.
- They will conduct data entry and coordination of work through the appropriate channels as determined by established business rules.

**Responsibilities**:

- Conducts the initial identification of the complaint code
- Coordinate the logistics for the complaint samples
- Partner with internal stakeholders for adverse events
- Decides whether a replacement, credit, or warranty claim is warranted, and will notify the appropriate stakeholders. Will process replacement, credit or warranty claim for the customer.
- Leads translation services for reporting, if needed
- Identify the need for a reply letter to customers addressing the results of complaint investigations and send tocomplaint processing team to create

**Qualifications**:

- High school diploma or equivalent required. College or a 2-year Associate Degree is preferred
- A minimum of 1-2 years’ experience within a call center, preferably in a healthcare setting
- Strong attention to detail, critical thinking, and can work independently with mínimal direction
- High quality customer service skills
- Ability to express ideas clearly in both written and oral communications
- Knowledge and familiarity with product, process, equipment, and facilities of pharmaceutical, biological or
- device related products.
- Computer skills and ability to navigate through software systems
- Strong prioritization and time management skills

**Job Type**: Contract

Pay: $20.00 - $21.00 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Night shift

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Call center: 3 years (preferred)
- Customer service: 3 years (preferred)
- pharma or biotech or healthcare or medical device industry: 3 years (preferred)
- customer complaints: 2 years (preferred)
- SAP: 3 years (preferred)

Ability to Commute:

- Austin, TX 78701 (preferred)

Work Location: In person

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