Customer Service Specialist for our direct client. Location: Norcross, GeorgiaDuration: 6 Months Job Description
As part of the Customer Care Team, you will provide front line support to our clients customer’s concerns in an inclusive, fast-moving, and engaging environment.
Your responsibilities will range from responding to varied customer inquiries for some of the largest healthcare institutions on the globe, to promoting scalable support solutions which align with our company and business objectives.
Among your many attributes, you strive to personalize the customer journey and promote customer advocacy.
You are inquisitive and comfortable with a rapidly changing environment and you have a strong desire to deepen your knowledge.
Roles and Responsibilities
Yearn to understand the customer story and offer kindness without conditions
Show empathy and care in all interactions
Foster and contribute towards a positive and collaborative culture
Maintain an appropriate level of confidentiality regarding customer and company data
Successfully resolve routine problems through knowledge, escalating to peers or leadership as appropriate
Provide accurate information with a goal of exceeding customer expectations in all interactions
Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives
Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies, and resources
Accurately process daily order and product returns using multiple business systems
Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
Understand and execute on FDA and internal requirements as it relates the complaint reporting process
Maintain timely status of training records at all times
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Present data to Leadership regarding trends and escalate emerging issues through multiple platforms based on the roles of the group as it relates to order support or complaint handling
Required Skills
Effective communicator with strong presentation and public speaking skills
Demonstratable self-awareness with a high EQ
Service-minded team player with a positive attitude and strong work ethic
High school diploma or equivalent and minimum of two years’ experience in a fast-paced customer support, call center, or order management role within a high technology manufacturing environment
SFDC /SAP ERP/CRM experience
Calm under pressure: Can execute and thrive in a high-volume, continuously evolving environment
Knowledge and understanding of multi-channel contact model: Phone, Email, Chat
Detail oriented, organized, with demonstrated ability to multi-task and shift priorities quickly, while maintaining control under limited supervision
Comprehensive attention to details and documentation
Intermediate to advanced knowledge of Microsoft programs: Outlook, Word, Excel, Teams
Willingness to work various shifts, including holidays and weekends, as the business needs
Ability to work in a regulated environment in compliance to ISO 13485 and 21 CFR 820.
Amick Brown is an Information Technology consulting company specializing in ERP, Data Analytics, Information Security, Application Development, Networking, and Cloud Computing. The company was founded in 2010 and is headquartered in San Ramon, California.
Regular full-time employees are eligible for the following Amick Brown provided benefits:
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