Client Solutions Specialist
Remote
Contract
$41,600-$43,680About This Job
Position Summary
The Client Solution Specialist is the first point of contact for medical product support to external and internal customers. They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and providing repair support for medical devices and safety software. They also manage customer repair requests.
Essential Duties & Responsibilities
•
Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements. Document interactions in appropriate systems.
•
Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.
•
Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
•
Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.
•
Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.
Knowledge, Skills & Qualifications
•
Experience with working in a Customer Call Center environment (1-2 years)
•
Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years)
•
Experience in troubleshooting biomedical or electro-mechanical devices (1 year)
•
A high degree of initiative and extremely strong communication skills
•
Fluent in English/French for both verbal and written communication
Job Type: Contract
Pay: $20.00 - $21.00 per hour
Expected hours: 40 per week
Shift:
•Morning shift
Morning shift
Work Location: Remote
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