Customer Care Specialist II, San Antonio, TX

Job Summary This position reports to North America Customer Care under the direction of the Claims Management. The role is responsible for providing post‑order support to resolve disputes submitted by our customer base. It works closely with the Claims Management to ensure department goals and quality standards are achieved through continuous improvement and efficiency gains. The incumbent provides levels of claims support that meet or exceed all internal and external customer expectations through effective use of contact‑handling skills and techniques. The role requires subject‑matter expertise in product, system, process, and policies and is responsible for meeting business objectives and targets as defined for this position. Responsibilities Compose accurate, prompt and appropriate replies to all customer contacts. Enter all contact information into appropriate database(s) in compliance with company and outside regulatory policies. Support Claims Specialists and management on escalated customer issues. Ensure that all potentially serious incidents are raised to the appropriate levels of management. Process requests for credit, rebill and returns as needed. Research information needed to answer questions and respond appropriately. Identify and coordinate resolution of issues that may negatively affect customer satisfaction. Address all contacts in a professional and courteous manner. Proactively support Key/Focus accounts. Investigate requests for credit, rebill and return material authorizations, create and follow‑up on related documents such as RMAs, credit and debit memos. Work with business functions to ensure satisfaction, service and sales goals are met. Effectively manage communications with internal functions (Sales, Operations, Logistics and other functions) to support customer requests. Assist in the development, testing and piloting of new processes and procedures. Communicate regularly with management on progress of workload and escalated issues. Monitor Account Support mailbox. Meet and exceed established claims accuracy standards and turnaround times. Collaborate with customers to identify value‑added service and proactively address issues. Identify and participate in process improvement efforts. Represent the department within Customer Care and supported Business Segments on cross‑functional teams and activities. Participate in other projects and meetings as required. Investigate and perform analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines. Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations. Maintain subject‑matter expertise in products, processes and policies. Participate in coaching, mentoring and training activities. Provide feedback for revision to department reference material. Pursue personal development of skills and knowledge necessary for the effective performance of the role and future opportunities. Qualifications Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook. Excellent communication skills (written and verbal). Ability to work with and maintain confidential information. Ability to resolve potentially stressful customer interactions. Excellent organizational skills. Demonstrated excellence in the continuous handling of meticulous detail. Excellent data entry, proofreading, and typing skills. All job duties to be performed with minimum supervision. Strong team orientation. Ability to multi‑task. Continuous and versatile learner. High School diploma or GED. 2+ years of business‑related experience in a customer contact center. Within the Healthcare or Medical Device industries. 1 year experience with SAP. JDE experience desirable. Preferred Skills Working knowledge of Word and Excel. Proven analytical ability. Leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel. Workplace Requirements Minimum of 4 days of in‑office presence per week. Workplace accommodations will be considered pursuant to applicable law. COVID‑19 vaccination may be required depending on location. Location USA, TX – San Antonio EEO Statement Becton, Dickinson and Company is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics. #J-18808-Ljbffr Becton Dickinson