Call Center Representative

Position : Call Center Representative

Location : Salt Lake City, UT

Duration : 12 Months

Total Hours/week : 40.00

1st Shift

Client: Medical Device Company

Job Category: Customer Service

Level of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)

Work hours: 8am - 4:30pm

Note:
•  Must have previous call center experience (2 -3 years), steady/consistent job times and ability to multi-task. Job Description:

1. Summary - Main Purpose of the Position
•  Provide exceptional levels of customer care that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques.
•  Responsible for meeting business objectives and targets as defined for this position. Primary Responsibilities and Duties

% of Time (estimated) Responsibilities:

1 50%
•  Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.
•  Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system. 2 15%
•  Process requests for credit, rebill and returns as needed.
•  Work with Supply Chain to support on-time delivery and other company KPI's. Meet or exceed established order accuracy and turn-around standards. 3 15%
•  Handle all customer contacts in a professional and courteous manner.
•  Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
•  Manage short supply situations, backorders and manual allocations as required. 4 10%
•  Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
•  Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies. 5 10%
•  Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
•  Support promotional sales campaigns and product launches.
•  Resolve service complaints to the satisfaction of the customer within established company guidelines. 6 10%
•  Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
•  Participate in other projects as required.
•  Participate in and contribute to Team Meetings. 5 10%
•  Provide support to other team members as needed.
•  Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
•  Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
•  Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.May perform other duties as required A client Associate demonstrates the following competencies:

VALUES - Our standard of behavior
•  We do what is right
•  We are all accountable
•  We thrive on innovation and demand quality
•  We learn to improve every day LEADERSHIP COMMITMENTS - How we lead ourselves and our work
•  Be bold and strategic
•  Remove obstacles and empower others
•  Deliver results that matter
•  Debate and decide, then commit and go
•  Win as on client
•  Have the courage to iterate, try new things and embrace change MINDSET - The attitude we bring to our work
•  The best way to help customers and patients is to truly know them
•  Challenges are opportunities to grow and improve
•  Inclusion and diversity make us a stronger team
•  Speaking up builds trust and gets to better outcomes faster 3. Position-Specific Overview
•  This section to be updated by the direct manager as needed to reflect specifics of the role. Scope of Responsibility:
•  Strategic Orientation: The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples. Specific scope of responsibilities is to be based on the specific role.
•  Continuous interaction with Supervisor and Team Members.
•  Participation and support department continuous improvement initiatives. Sphere of Influence:
•  The degree to which a position influences and guides business activities, decisions and processes within a function or unit, as well as across organization boundaries and examples. Specific scope of responsibilities is to be based on the specific role
•  Applies specialized knowledge / skills to perform routine and non-routine work.
•  Follows established procedures, practices, and policies for Customer Care.
•  Influence extends to customers, peers, team members, and key stakeholders. Impact on Business Results

Degree of Accountability:
•  The degree to which the position entails making key decisions that affect business performance and examples.
•  Has moderate discretion and decision making.
•  Accountable for the execution of specific tasks with moderate discretion and with oversight from a Supervisor.
•  Responsibility to execute requests timely and with quality and accuracy. Financial Impact:
•  The degree to which the position has an impact on those things that drive revenue generation and profitability.
•  Ensures that orders are entered timely and accurately so that invoicing can occur.
•  Ability to use the most cost-effective solutions to drive down costs for operating expenses.
•  Erroneous decisions will have a long-term effect on the company's success. Essential Functions
•  The purpose of this section is to help identify any modifications or adjustments to the work environment that might enable a qualified individual with a disability to perform the essential functions of the position.
•  If there are any additional functions (not identified in the responsibilities section above), including physical capacities, that require a significant amount of time, and that would lead to a serious consequence if not performed, please identify and describe those essential functions here.
•  Please refer to the Guidance document for more information. KSA Requirements (Knowledge, Skills, and Abilities):

Requirements (indicate the minimum)
•  Knowledge
• 2+ years business related experience in a customer contact center
•  Experience managing supplies and equipment.
•  Proficiency in Microsoft Office.
•  Experience with contact center software / phone systems.
•  Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).
•  Preferred: Experience in a medical device or health care company. Skills:
•  Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Written Communication, Critical Thinking Skills, Relationship Building, People Skills, Interpersonal Savvy (Team Orientation), Problem Solving.
•  Skilled in the use of computers.
•  Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
•  Excellent organizational skills; attention to detail
•  Positive Service Attitude. Education/Degree:
•  High School Diploma or GED
•  Associate's /Bachelor's Degree Preferred Certifications (if applicable):

N/A

Experience (indicate the number of years):
•  2+ years business related experience in a customer contact center
•  For people management position, indicate years of experience required
• N/A
•  Other: Identify the minimal level of other competencies required for the position.
•  Must be able to work shifts ranging from 7:00am - 700pm EST/EDT
•  Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate. Language Skills:

English - proven oral and written communication

Mathematical Skills:

Ability to solve basic math equations.

Reasoning Ability:
•  Ability to draw logical conclusions; proven analytical ability
•  Ability to formulate decisions to new and rapidly developing challenges.
•  Problem solving / application of judgement in dealing with customers.
•  Ability to learn quickly. Physical Requirements:
•  This individual will work in an office environment with moderate noise.
•  While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment.
•  The employee frequently is required to talk and hear click apply for full job details