Position : Call Center Representative

Location : Salt Lake City, UT

Duration : 12 Months

Total Hours/week : 40.00

1^st Shift

Client: Medical Device Company

Job Category: Customer Service

Level of Experience: Entry Level

Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)

 

Work hours: 8am - 4:30pm

 

Note:

• Must have previous call center experience (2 -3 years), steady/consistent job times and ability to multi-task.

 

Job Description:

1. Summary - Main Purpose of the Position

• Provide exceptional levels of customer care that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques.
• Responsible for meeting business objectives and targets as defined for this position.

 

Primary Responsibilities and Duties

% of Time (estimated) Responsibilities:

1 50%

• Create requests in appropriate databases to support customer orders such as new customer account set up, customer pricing, required quality or export documentation or certificates.
• Identify and coordinate resolution of any issues that may negatively affect customer satisfaction. Input customer orders received via all contact methods. Review orders received for accuracy and completeness, confirm and/or correct customer orders prior to entering in ERP system.

2 15%

• Process requests for credit, rebill and returns as needed.
• Work with Supply Chain to support on-time delivery and other company KPI’s. Meet or exceed established order accuracy and turn-around standards.

3 15%

• Handle all customer contacts in a professional and courteous manner.
• Comply with all Company, Departmental, and applicable Quality System work instructions, procedures and policies.
• Manage short supply situations, backorders and manual allocations as required.

4 10%

• Input and manage orders for exception products requiring special handling. Compose accurate, prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.

5 10%

• Ensure that all potentially serious incidents are raised to the appropriate levels of Management.
• Support promotional sales campaigns and product launches.
• Resolve service complaints to the satisfaction of the customer within established company guidelines.

6 10%

• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Participate in other projects as required.
• Participate in and contribute to Team Meetings.

5 10%

• Provide support to other team members as needed.
• Identify continuous improvement opportunities and provide feedback for process improvement and knowledge database updates.
• Maintain an up to date, comprehensive knowledge of company services and products through participation in training, coaching and feedback sessions.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.May perform other duties as required

 

A client Associate demonstrates the following competencies:

VALUES – Our standard of behavior

• We do what is right
• We are all accountable
• We thrive on innovation and demand quality
• We learn to improve every day

 

LEADERSHIP COMMITMENTS – How we lead ourselves and our work

• Be bold and strategic
• Remove obstacles and empower others
• Deliver results that matter
• Debate and decide, then commit and go
• Win as on client
• Have the courage to iterate, try new things and embrace change

 

MINDSET – The attitude we bring to our work

• The best way to help customers and patients is to truly know them
• Challenges are opportunities to grow and improve
• Inclusion and diversity make us a stronger team
• Speaking up builds trust and gets to better outcomes faster

 

3. Position-Specific Overview

• This section to be updated by the direct manager as needed to reflect specifics of the role.

 

Scope of Responsibility:

• Strategic Orientation: The degree to which the position has responsibility for influencing and/or developing strategies for achieving company goals and examples. Specific scope of responsibilities is to be based on the specific role.
• Continuous interaction with Supervisor and Team Members.
• Participation and support department continuous improvement initiatives.

 

Sphere of Influence:

• The degree to which a position influences and guides business activities, decisions and processes within a function or unit, as well as across organization boundaries and examples. Specific scope of responsibilities is to be based on the specific role
• Applies specialized knowledge / skills to perform routine and non-routine work.
• Follows established procedures, practices, and policies for Customer Care.
• Influence extends to customers, peers, team members, and key stakeholders.

 

Impact on Business Results

Degree of Accountability:

• The degree to which the position entails making key decisions that affect business performance and examples.

• Has moderate discretion and decision making.
• Accountable for the execution of specific tasks with moderate discretion and with oversight from a Supervisor.
• Responsibility to execute requests timely and with quality and accuracy.

 

Financial Impact:

• The degree to which the position has an impact on those things that drive revenue generation and profitability.
• Ensures that orders are entered timely and accurately so that invoicing can occur.
• Ability to use the most cost-effective solutions to drive down costs for operating expenses.
• Erroneous decisions will have a long-term effect on the company’s success.

 

Essential Functions

• The purpose of this section is to help identify any modifications or adjustments to the work environment that might enable a qualified individual with a disability to perform the essential functions of the position.
• If there are any additional functions (not identified in the responsibilities section above), including physical capacities, that require a significant amount of time, and that would lead to a serious consequence if not performed, please identify and describe those essential functions here.
• Please refer to the Guidance document for more information.

 

KSA Requirements (Knowledge, Skills, and Abilities):

Requirements (indicate the minimum)

• Knowledge • 2+ years business related experience in a customer contact center

• Experience managing supplies and equipment.
• Proficiency in Microsoft Office.
• Experience with contact center software / phone systems.
• Preferred: 1+ year(s) experience working in an ERP (SAP and or JDE).
• Preferred: Experience in a medical device or health care company.

 

Skills:

• Customer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Written Communication, Critical Thinking Skills, Relationship Building, People Skills, Interpersonal Savvy (Team Orientation), Problem Solving.

• Skilled in the use of computers.
• Ability to successfully multi-task and manage several diverse responsibilities in a timely and accurate manner.
• Excellent organizational skills; attention to detail
• Positive Service Attitude.

 

Education/Degree:

• High School Diploma or GED

• Associate’s /Bachelor’s Degree Preferred

 

Certifications (if applicable):

N/A

 

Experience (indicate the number of years):

• 2+ years business related experience in a customer contact center
• For people management position, indicate years of experience required • N/A
• Other: Identify the minimal level of other competencies required for the position.
• Must be able to work shifts ranging from 7:00am – 700pm EST/EDT

• Must be able to be flexible in work schedule, including willingness to work overtime as needed and/or an occasional Saturday if business needs dictate.

 

Language Skills:

English – proven oral and written communication

 

Mathematical Skills:

Ability to solve basic math equations.

 

Reasoning Ability:

• Ability to draw logical conclusions; proven analytical ability

• Ability to formulate decisions to new and rapidly developing challenges.
• Problem solving / application of judgement in dealing with customers.
• Ability to learn quickly.

 

Physical Requirements:

• This individual will work in an office environment with moderate noise.
• While performing the duties of this job, the employee is regularly required to stand, walk, sit and use hands to manipulate, handle or feel objects, tools, controls and office equipment.
• The employee frequently is required to talk and hear.
• The employee is occasionally required to reach with hands and arms and stoop, kneel or crouch and stand for extended periods of time.
• This individual will work in an office environment with moderate noise.
• Infrequent lifting of over 25 lbs. will be required.