Customer Service Representative

This is where your work makes a difference. At Baxter, we believe every person-regardless of who they are or where they are from-deserves a chance to live a healthy life. It was our founding belief in 1931 and continues to be our guiding principle. We are redefining healthcare delivery to make a greater impact today, tomorrow, and beyond. Our Baxter colleagues are united by our Mission to Save and Sustain Lives. Together, our community is driven by a culture of courage, trust, and collaboration. Every individual is empowered to take ownership and make a meaningful impact. We strive for efficient and effective operations, and we hold each other accountable for delivering exceptional results. Here, you will find more than just a job-you will find purpose and pride. Your role at Baxter: The Customer Support Rep I provides exceptional customer service in the healthcare industry. We are the primary contact for rental offerings for therapy surfaces and bariatric products, as well as supporting field service employees and providing capital technical support after hours. All representatives are expected to answer basic questions about products and/or connect customers with the aligned Clinical Account Manager for billing, pricing, inventory availability, and general order inquiries. The Customer Support Rep I is encouraged to be proficient in all Call Center activities and strong skillset level in technical spaces and to maintain customer satisfaction in a demanding and changing medical field environment. The role will report to the Customer Support Supervisor or Customer Support Manager. This role is open to remote candidates throughout the US, with preference for candidates within 40 miles of our Batesville, IN office. Baxter is committed to supporting the needs for flexibility in the workplace. We do so through our flexible workplace policy which includes a minimum of 3 days a week onsite. This policy provides the benefits of connecting and collaborating in-person in support of our Mission. Available Shifts (times in EST) 8:30am -5pm off Sunday and Wednesday 8:30am - 5pm off Saturday and Thursday 11am - 7:30pm off on Saturday and Wednesday 3:30 - Midnight off on Sunday and Tuesday Your Team: Baxter offers a great benefits package including Healthcare Insurance, 401K, Paid Time Off, Parental Leave, and Employee Stock Purchase Plan. What You'll Be Doing: Deliver exceptional customer service while supporting rental therapy surfaces, bariatric products, field service employees, and after-hours capital technical support. Serve as a primary point of contact for customer inquiries, answering basic product, technical, and operational questions, providing product information, and connecting customers with Clinical Account Managers for billing, pricing, inventory, and order-related needs. Maintain technical product expertise through ongoing training to stay current with product updates, technology changes, and technical applications. Accurately handle and resolve customer inquiries over the phone within assigned skill areas while ensuring adherence to customer-specific protocols. Identify, escalation, and support the resolution of issues related to call center processes, service and sales functionality, and customer needs. Partner with internal teams, including sales and field service, to investigate and resolve customer issues while maintaining high levels of customer satisfaction. Consistently meet or exceed quality, adherence, conformance, attendance, and departmental performance expectations and metrics. Contribute to customer value, employee value, and shareholder value in a fast-paced, evolving healthcare environment driven by changing customer expectations and product technologies. What You'll Bring: High school diploma or GED required, along with successful completion of new hire orientation and product training. Flexibility to work weekends and holidays. 2+ years of customer service experience preferred, with healthcare industry experience considered a plus. Strong written, verbal, interpersonal, and technical communication skills, with the ability to communicate effectively with both internal and external customers. Proficiency with Microsoft Office products and the ability to quickly adapt to new technologies and systems, including Genesys Cloud, JDE, Salesforce, and other applicable tools. Strong analytical, organizational, and problem-solving abilities, with exceptional attention to detail and accuracy. Ability to multitask effectively, manage competing priorities, and perform successfully in a fast-paced environment. Professional, team-oriented individual contributor who works collaboratively with others; bilingual Spanish language skills are a plus. We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $33,600-$46,200 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. Individual pay is based upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time. US Benefits at Baxter (except for Puerto Rico) This is where your well-being matters. Baxter offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical and dental coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount, and the 401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching. We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Baxter US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Baxter Equal Employment Opportunity Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. Know Your Rights: Workplace Discrimination is Illegal Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. #J-18808-Ljbffr