Job Title: Technical Customer Service
Location: San Jose, California 95138
Pay range: $24 to $26 per hour on w2
Job Description:
Position summary:
• Responsible for representing the Client brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases.
Essential duties & responsibilities:
• Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
• Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
• Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with Stryker's financial policies.
• Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.
• Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
• Communicate guidelines and policies effectively with all internal and external customers.
• Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
• Work with cross-functional teams to prioritize urgent repair orders.
• Exemplifies analytical competency.
• Effective prioritization of assigned tasks.
• Extensive troubleshooting capabilities.
• Assist in oversight of team's shared inbox.
• Assess and escalate urgent situations to leadership when necessary.
• Enter complaint information in a timely manner for tracking and visibility.
• Maintain excellent customer service throughout all interactions.
• Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
• Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
• Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
• Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
• 100% tactical support.
• Collect and distribute daily team metrics.