Customer Service Specialist

3 months ago

Vista, United States ITW Full time
Company Description

RxSafe LLC is a rapidly growing medical robotics device company located in Vista, CA. Our cutting-edge pharmacy automation systems including robotic compliance packaging and inventory control storage and retrieval devices for pharmacies. Please visit rxsafe.com for more information about our company and our products.

Job Description

The Customer Service Specialist performs a variety of job functions integral to RxSafe, including trade show coordination, vendor management, receptionist for the Customer Support 800 line, and PakMyMeds program. The successful candidate will be highly organized, possess excellent communication and listening skills.
  • Answer incoming calls on 1st or 2nd ring, demonstrating great listening skills and creating an excellent first impression of RxSafe.
  • De-escalate and proactively manage support calls and customers. Provide updates when waiting for 30 minutes or more for a call back from the technical team.
  • Enter Support tickets into ticketing system (Zendesk).
  • Maintain constant communication with technical support team to reduce queue call time lag. (Slack is one of many tools for this.)
  • Escalate to Manager &/or Director when call queue wait time exceeds 1 hour or there is a "hard-down" needing rapid response from team.
  • Coordinate virtual and in-person tradeshows and events (i.e., webinars), including managing all logistics, people, and equipment, to enable sales of pharmacy automation systems.
  • Facilitate customer surveys, reporting, and organizing survey results, and follow-up.
  • Manage and maintain open RMA orders.
  • Proactively work with Accounting and customers to invoice those who have not returned our requested parts.
  • Occasional travel requested / required.
Qualifications
  • A results-driven marketer with high attention to detail, creativity, communication, and analytical skills
  • Excellent reporting skills, familiar with organizing data and marketing/research insights
  • Outstanding ability to think creatively, critically, and identify and resolve problems
  • Excellent verbal, written and listening communication skills
  • Knowledge of HubSpot, Slack, Zendesk, SurveyMonkey and Zoom preferred
  • Ability to work within a team and independently
  • Experience with CRM workflows, analysis, and reporting tools, esp. HubSpot
  • Strong organizational, time management, and multi-tasking skills
  • Proficiency with MS Office Suite (Excel, PowerPoint, Word) and Google Suite equivalents

Salary Range $21.00 - $26.00/hour

Additional Information

At RxSafe, you can expect:

An environment where ideas are heard and innovation is encouraged
Personal/professional growth and development opportunities
Extensive benefits package with a generous employer contribution
Paid Holidays + flexible paid time off
Executive commitment to education, growth, and development
RxSafe is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. RxSafe is a safety-sensitive company.

ITW is an equal-opportunity employer. We value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.
As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.
All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local laws.

All your information will be kept confidential according to EEO guidelines.

ITW is an equal opportunity employer. We value our colleagues' unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.

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