Customer Care Representative

Position : Customer Care Representative

Location : Covington, GA

Duration : 12 Months Contract

Total Hours/week : 40.00

1st shift

Job Description:

• This individual works as an advisor to our customers, building strong relationships while providing ongoing support to exceed all of their expectations of their current and future business needs. He or she will possess strong interpersonal skills with the ability to listen and anticipate the customer’s needs. He or she will work with a team of talented, professional individuals processing orders for innovative medical devices that provide superior clinical benefits to patients and care givers. This position reports to the Customer Service Supervisor, Order Processing Team. He or she works very closely with the Supervisor and Team Leads to ensure the department’s stated goals and quality standards are achieved. The duties of this position will adjust to the needs of the business as it grows.

Essential Duties And Responsibilities include the following:

• Provide primary phone line coverage.
• Process all customer orders via phone, email and fax transmittal.
• Process charity orders.
• Monitor the Customer Service email box.
• Monitor the Customer Service voice mailbox.
• Manage C.R. Bard email and phone Help Lines.
• Work closely with Global Distribution Center to ensure movement of orders throughout day and to provide end of day closure.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.
• Adheres to and ensures compliance with C. R. Bard, Inc., guidelines, protocols, and policies.
• Other duties may be assigned as required.

Qualifications:

• Exceptional interpersonal skills with the ability to “read” customers and display patience when working with people.
• Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook.
• Ability to multitask using dual monitors, while working in multiple systems.
• Clear communication skills (written and verbal), using positive language, while speaking in a calm and cheerful manner.
• Ability to work with and maintain confidential information.
• Ability to resolve potentially stressful customer interactions.
• Excellent organizational skills.
• JDE experience desirable.
• Demonstrated excellence in the continuous handling of meticulous detail.
• Excellent data entry, proofreading, and typing skills.
• Skilled in solving basic math equations.
• All job duties to be performed under supervision.

EDUCATION and/or EXPERIENCE:

• High School Diploma Required.
• Some College preferred.
• Customer Service Call Center Experience preferred or equivalent.
• Experience in Medical Device CS or Clinical environment a plus.

Language skills:

• Excellent English verbal and written communication skills.
• Second language a plus.
• Communication in this job is often with hospital professionals. This requires a special set of skills, knowledge, and experience. Previous work in a clinical setting preferred.

Mathematical skills:

• Ability to solve basic math equations.

Reasoning ability:

• This position requires the ability to adapt to new, rapidly developing challenges.
• Attention to detail is paramount.
• Ability to learn quickly is a must.
• Decisions must be made in a timely manner to service the needs of customers and/or Sales Territory Managers.

Physical demands:

• This individual will work in an office environment with moderate noise. Infrequent lifting of over 25 lbs will be required.

work environment:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• This individual generally will work in an office environment with moderate noise.