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Customer Care Specialist

3 months ago

Chandler, United States iMPact Business Group Full time
Job Description

Our client, a Global Medical Device Manufacture has an immediate opening for a Customer Care Specialist for a 18 Month + Contract opportunity . Our client offers results-driven people a place where they can make a difference - every day You will also have the opportunity to work with other like-minded, self-directed and detail-oriented Top Talents in an extremely collaborative and professional environment.

In an independent work environment, be the customer-facing voice and develop creative solutions to customer issues. Provide proactive updates on order status to accelerate billing process. Determine when hospital request requires escalation, based on complexity of request or high priority need.

HOURS ARE 8:30am to 5pm ET or 9:00am to 5:30pm PT

Position Description (Principle Duties and Responsibilities)

  • In an independent work environment, be the customer-facing voice and develop creative solutions to customer issues
  • Provide proactive updates on order status to accelerate the billing process
  • Determine when a hospital request requires escalation, based on the complexity of the request or high-priority need
  • Solve customer complaints and document them in the CRM system
  • Effectively coordinate collaboration between internal departments (sales, CS, DR and AR if needed)to ensure the provision of 100% service level to the customers while ensuring all company quality and revenue recognition policies are met.
  • Follow order entry process and provide proactive updates on order status to accelerate the billing process
  • Provide phone support for inquiries from sales and healthcare professionals.
  • Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment
  • Provide support beyond standard hours as needed if call volume and/or workload require additional time
  • Implement and support Quality initiatives throughout the branch
  • Additional duties as assigned
Job Requirements

Requirements
  • 2+ years of experience - required
  • High school diploma - required
  • College degree - preferred
  • Clear and concise communication skills - required
  • Drive to dig into the details of customer issues to solve problems proactively - required
  • Ability to work flexible hours, as needed to support the business needs - required
  • Participate in over-time work as needed - required
  • Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.).
  • Preferred experience with SAP and SalesForce.