Job Description

KellyConnect is currently hiring a Clinical Service Representative for our client in Irvine, CA. The CSR will be 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.

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 of Call Center experience required
• Knowledge of medical terminology, experience in regulatory environment/medical setting preferred
• Complaint experience preferred
• Investigative & analytical skills – ability to establish possible options for action
• Critical thinking skills
• Ability to make decisions with limited information
• Able to rapidly shift priorities
• Active listening skills
• Ability to express ideas clearly and concisely
• 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 and prioritization 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