Contact Center Overflow Operator

2 weeks ago

Memphis, United States Bioventus Full time
Are you ready to work for a more active world?

At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives.

The Contact Center Overflow Operator is responsible for answering overflow calls from various customer facing groups and taking messages, forwarding calls, and assisting customers. Front desk reception duties. Other duties to be assigned as necessary depending on various department needs. This position serves as an overflow call center for all calls from patients, facilities, insurance companies, field employees etc. Participates in overall operation of the overflow contact center and utilizes various internal systems. Investigates and analyzes the needs of the caller and answers or routes their inquiries to the correct department via email, call transfer IM etc.What you'll be doing
  • Support the day-to-day operations of various customer facing departments by fielding overflow calls and attending to front desk reception.
  • Utilize analytical, statistical skills and interpretive abilities to analyze data and make recommendations for improvements or changes as necessary as related to KPIs.
  • Participate in day-to-day operations/projects as necessary with a professional demeanor and excellent communication and interpersonal skills to effectively interact with internal/external customers and other team members.
  • React to change productively and train other Contact Center Overflow Operators effectively.
  • De-escalate conflict during difficult moments (service outages, customer escalations, etc.)
  • Hold oneself and others accountable to conduct business in a manner compliant with Bioventus' Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role.
  • Other duties as assigned.


What you'll bring to the table

•High School Diploma or equivalent
•Preferred contact center or customer service experience.
•Outstanding communication and customer service skills
•Knowledge of Microsoft Office applications
•Preferred experience with Five9, and/or SAP systems

Are you the top talent we are looking for?

Apply now Hit the "Apply" button to send us your resume and cover letter.

Bioventus is committed to fostering an inclusive and diverse community of employees with a strong sense of belonging. We believe we are bettered by all forms of diversity and take pride in working with top talent from every walk of life. In the spirit of inclusivity, qualified applicants will be considered without regard to age, ethnicity, disability, gender, veteran status, gender expression, gender identity, nationality, race, religion or sexual orientation. All individuals, regardless of personal characteristics, are encouraged to apply.

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