Rep 1 Customer Support

5 months ago

Houston, United States Baxter Full time

**Rep 1 Customer Support (TS04)**

**Req #** 22122652 **Location** Houston, Texas, United States **Job Category** Customer Service **Date posted** 02/18/2022 **Core Job Functions & Responsibilities** : * The analysis and placement of all product orders requested by Sales personnel and external customers

* Tracking of orders and communication with sales and clients

* Regular engagement with external manufacturing and logistics partners

* Report production as requested by management

* Training of Sales personnel on company process surrounding product logistics and inventory

* Auditing of Sales rep and customer stock

* Order reconciliations in partnership with company Controllers

* Answer all incoming calls promptly and manage them effectively and efficiently.

* Secondary interface with patients, health care professionals, and Account Executives.

* Expert in Bardy Diagnostics system portal.

* Responsible for processing patient enrollments.

* Responsible for account follow up for patient activations or additional information.

* Responsible for assisting with re-educating practices and customers via phone when regarding system, process, or procedure changes.

* Proactively communicate with practices and Account Executives regarding delays in patient enrollment or when information is needed to proceed with enrollments.

* Document all calls or correspondences.

* Handle emails/voicemails as assigned.

* Demonstrate empathy and decrease customer tension.

* Promote the value of Bardy Diagnostics cardiac monitoring to decrease cancellations or early discharges.

* Must communicate in a professional, empathetic, and diplomatic manner with good voice quality, dictation, and articulation.

* Exhibit a high sense of urgency.

* Identify, document, and escalate potential patient or customer complaints per standard operating procedures.

* Works to achieve the daily Customer Experience Teams quality and productivity goals.

* Other duties as assigned.

* High School diploma or equivalent

* Bachelors Degree and/or equivalent work experience in healthcare

* 1-2 years of experience in a call center or customer service position preferred

* Inside sales and account management experience preferred

* Experience with cardiac devices preferred

* Knowledge of medical terminology preferred

* Excellent multitasking and organization skills

* Excellent verbal and written communication skills

* Computer skills including proficiency in MS Office

* Knowledge of multi-line telephone system

* Excellent customer service skills when interacting with all internal and external clients

* Bilingual is a plus

* Patience, professionalism, excellent phone etiquette

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