Call Center Representative - Urgent Need

Position : Call Center Representative

Location : Salt Lake City UT

Duration : 12 Months

Total Hours/week : 40.00

1^st 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 multitask.

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 ontime delivery and other company KPIs. Meet or exceed established order accuracy and turnaround 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. PositionSpecific 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 nonroutine 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 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 costeffective solutions to drive down costs for operating expenses.
• Erroneous decisions will have a longterm effect on the companys 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 multitask 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

• Associates /Bachelors 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.
• The employee is occasionally required to reach with hands and arms and stoop kneel or crouch and stand for extended periods of time.
• This individual will work in an office environment with moderate noise.
• Infrequent lifting of over 25 lbs. will be required.