Customer Service Representative II
Customer Service Representative II
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$ 40800 - 61200
1 Vacancy
Job Description
At Medtronic you can begin a life-long career of exploration and innovation while helping champion healthcare access and equity for all. Youll lead with purpose breaking down barriers to innovation in a more connected compassionate world.
A Day in the Life
RemoteAt Medtronic we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position
is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role may require occasional
travel to an office to enhance collaboration and ensure successful completion of projects.
A Day in the Life
Responsibilities may include the following and other duties may be assigned.
- This position is responsible for providing technical and customer service support trouble shooting technical issues and educating patients on our CareLink and/or LINQ products
- Troubleshoots customer concerns issues raised during training product use or malfunctioning products and/or software applications and recommends corrective action.
- Conduct follow up calls with patients and customers and research issues off line as needed.
- Accurately and concisely document patient and customer feedback and any troubleshooting completed during each call.
- Meet or exceed key performance and productivity such as quality courtesy expertise and other metrics as defined by management.
- Interpersonal skills and product knowledge are critical to responding and troubleshooting to customer inquiries.
- Perform other duties as assigned.
Additional Information
- This role is a remote position within the San Antonio TX area. Quarterly visits to our office will be required for training teambuilding or other scheduled events.
Qualifications - External
Must Have: Minimum Requirements
- High school diploma or equivalent
- Minimum of 2 years of call center or customer service experience.
Nice to Have
- Ability to multi-task in a fast-paced environment
- Experience with interpersonal interactions with customers
- Experience in using a computer and multiple software programs
- High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.
- Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
- Ability to read and follow flow diagrams and previous experience working with decision trees.
- Ability to maintain a calm demeanor listen empathetically and work to resolve customer issues beyond expectations even during difficult customer interactions
- Ability to receive and provide feedback in a positive manner utilizing it to foster strong relationships
- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
- Experience with customer resolution according to department protocols and requirements.
- Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.
- Strong written and verbal communication skills.
- Experience using Siebel and/or Service Now to identify patient records document calls and research patient history.
- Work experience in the medical device or medical industry.
- Knowledge of HIPAA and other FDA regulations.
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position but they are not an exhaustive list of all the required responsibilities and skills of this position.
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job the employee is regularly required to be independently mobile. The employee is also required to interact with a computer and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits resources and competitive compensation plans designed to support you at every career and life stage.
The following benefits and additional compensation are available to those regular employees who work 20 hours per week: Health Dental and vision insuranceHealth Savings AccountHealthcare Flexible Spending AccountLife insurance Long-term disability leaveDependent daycare spending accountTuition assistance/reimbursement andSimple Steps (global well-being program).
The following benefits and additional compensation are available to all regular employees:Incentive plans 401(k) plan plus employer contribution and matchShort-term disabilityPaid time offPaid holidaysEmployee Stock Purchase PlanEmployee Assistance ProgramNon-qualified Retirement Plan Supplement (subject to IRS earning minimums) andCapital Accumulation Plan (available to Vice Presidents and above or subject to IRS earning minimums).
Regular employees are those who are not temporary such as interns. Temporary employees are eligible for paid sick time as required under applicable state law and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
Medtronic benefits and compensation plans
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission to alleviate pain restore health and extend life unites a global team of 95000 passionate people.
We are engineers at heart putting ambitious ideas to work to generate real solutions for real people. From the R&D lab to the factory floor to the conference room every one of us experiments creates builds improves and solves. We have the talent diverse perspectives and guts to engineer the extraordinary.
Learn more about our business mission and our commitment to diversity here.
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local addition Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
If you are applying to perform work for Medtronic Inc. (Medtronic) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County you can findhere a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
