Job Description

OVERVIEW:

The CSR is responsible for:

Receiving product complaints submitted through the toll-free lines or through other appropriate communications and processing complaints in accordance with internal and external complaint handling procedures

Demonstrating world class customer support and maintaining knowledge of products and services

This is a hybrid role, both in office and remote.

RESPONSIBILITIES:

• Know & follow company policies & procedures related to work activities performed in area of responsibility
• Complete training in area of responsibility within allowed time-period. Training is required for changes in existing policies & procedures, for new assignments & for implementation of new policies & procedures.  Complete required periodic re-training in areas such as compliance, safety and environmental
• Logged in and available/ready for calls at start of and throughout shift
• Receive complaint from all possible sources directly from the customer or internal team member via telephone call or from a Clinical Account Specialist via telephone call,
• Effectively question customers, Clinical Application Specialist or Territory Manager etc. to capture accurate product & event information, during every contact while maintaining a positive experience
• Accurately input product complaint information into database
• Escalate critical/urgent issues to appropriate individuals as needed
• Maintain business relationships with associates
• Provide basic customer service with accurate information in a courteous and timely manner
• Ensure confidentiality of patient & customer information, as well as client confidential & proprietary information, during all customer interactions
• Handle customer interaction in an appropriate and professional manner to drive customer satisfaction
• Perform all duties & responsibilities in accordance with any professional requirements (e.g. FDA and ISO Regulations) as well as those found in applicable policies & procedures, and Credo
• Act as new hire partner
• Plan and coordinate training for new/existing associates within knowledge base.
• Other responsibilities may be assigned & not all responsibilities listed may be assigned

QUALIFICATIONS:

• Bachelor’s degree with medical, technical or business focus or equivalent experience preferred
• 1-3 years Call Center experience required
• Knowledge of medical terminology, experience in regulatory environment/medical setting preferred
• Complaint experience preferred
• Investigative & analytical – ability to establish possible options for action
• Critical thinking skills
• Decision making skills – able to make decisions with limited information
• Ability to deal with ambiguity
• Able to rapidly shift priorities
• Excellent communication skills - written & verbal
• Listen actively without interrupting
• Express ideas clearly and concisely in a clear speaking voice with appropriate tone and voice inflection
• Interpersonal - interact with all levels, personalities, cultures & disciplines of organization to produce required results
• Team player that is also a strong individual contributor
• Willing to learn from others
• Excellent time management skills
• Prioritization – able to analyze hard & soft data to establish possible options for action
• Results oriented – excels in a fast-paced environment
• Self-starter - work with minimal supervision
• Familiarity with FDA (Food & Drug Administration) & ISO (International Organization for Standardization) requirements preferred
• Flexibility – ability to work flexible hours as needed to provide adequate phone coverage
• Office deskwork, requiring sitting, walking, using the phone & computer
• Able to sit to handle customer contacts for extended periods of time
• Extended, focused data entry work required

COMPUTER SKILLS

• Proficiency in Microsoft Office suite
• Typing skills > 45 WPM
• CRM experience (Salesforce preferred)
• Electronic document management, archive & retrieval systems