Customer Service Representative

Customer Service Representative

Leading medical technologies company looking for an experienced Customer Service Representative. Ideal candidates should have a High School Diploma and at least 2 years of experience.

• Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes

• Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for customers, Sales Representatives, and other field personnel

• Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes

• Advise accounts on ProCare programs during repair approval/pricing confirmation calls

• Work with cross-functional teams to prioritize urgent repair orders

• Maintain meticulous documentation for each order; assist in team's shared inbox

• Manage repair order intake and repair approvals for assigned regions

• Communicate guidelines and policies effectively with all internal and external customers. Escalate urgent situations to leadership when necessary

• Enter complaint information in a timely manner for tracking and visibility

• Maintain excellent customer service throughout all interactions

• Timeliness, professionalism, and genuine care in interactions (via phone, in person, or email) will be key metrics for performance

• High School Diploma

• 2+ years of customer service experience