Customer Care Specialist II - Service
Customer Care Specialist II - Service
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Salary Not Disclosed
1 Vacancy
Job Description
About CooperSurgical
CooperSurgical is a leading fertility and womens healthcare company dedicated to putting time on the side of women babies and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to womens healthcare providers including testing and treatment options.
CooperSurgical is a whollyowned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical headquartered in Trumbull CT produces and markets a wide array of products and services for use by womens health care clinicians. More information can be found at.
Responsibilities
Provides all aspects of Customer Service support with our customers. Keeps up with Customer email and phone request. Has process knowledge for customer repair workflow. Has training for aspects of D365 and CRM. The Customer Care Specialist will work with the manager in assisting with departmental reporting Complaint entry customer satisfaction and special request.
Essential Functions & Accountabilities:
- Receive and process RMAs for return of capital equipment
- Responsible for managing and tracking all loaner equipment.
- Maintains accurate records for loaner demo and consigned parts
- Maintain all service contracts in CRM system for CooperSurgical equipment.
- Enter all Product complaints with CooperSurgical Product Surveillance team
- Process returns for Vendors and Customers in support of repair activities
- Create and send Purchase orders as needed in support of the repair department.
- Gather customer feedback through customer satisfaction surveys after each repair activity
- Enter and update Device History Records in quality system for each repair activity
- Performs other duties and responsibilities as assigned
- Answer incoming telephone calls from customers needing assistance with account services.
- Guide callers through troubleshooting navigating the company site or effectively using the products or services.
- Maintain superior knowledge of CooperSurgical products services and billing practices to ensure that information communicated to the customer is accurate and complete.
- Perform account updates as needed and thoroughly document conversations to keep customer records complete and current.
- Deescalate situations involving dissatisfied customers; research issues and offer solutions to resolve problems.
- Display positive attitude while communicating with all internal and external customers;
- Collaborate with team members to improve the customer experience.
- Meet personal/team qualitative and quantitative performance objectives.
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Qualifications
- Associate degree (preferred); high school diploma required or equivalent work experience
- Minimum of 2 years previous customer service or customerfacing experience desired
- Ability to lift 40 lbs.
- Prolonged desk and bench work
- Knowledge of Business computer system in the areas of ERP CRM Service WI procedures.
- Computer proficient with the ability to multitask
- Professional enthusiastic and kind with a passion for serving
- Effective active listening skills with ability to probe to ensure appropriate resolution
- Strong communication organization and timemanagement skills
As an employee of CooperSurgical youll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck we offer a great compensation package medical coverage 401(k) parental leave fertility benefits paid time off for vacation personal sick and holidays and multiple other perks and benefits. Please visit us atto learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical viaemail the internet or in any form and/or method will be deemed the sole property of CooperSurgical unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender gender identity or expression or veteran status. We are proud to be an equal opportunity workplace.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
