What is the Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity.

Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn’t be Global Industry leaders today without all the individual contributions that bring our team together.

Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!

If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits.

Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list.

If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!

Job Description

JOB OVERVIEW :

This position is responsible to answer, resolve, and log in-bound customer interactions, identify issues, and provide suggestions and long-term resolutions related to the supported software.

Work closely with assigned mentor and supervisor to develop and improve customer service skills, use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.

KEY RESPONSIBILITIES :

Answer and process incoming customer interactions effectively and efficiently to optimize customer experience :

o Follow proper troubleshooting steps, ask clarifying questions, and discover underlying causes of concern

o Provide timely resolution of customer issues

o Effectively educate customers on product use and assist them in fully utilizing available features to improve office productivity

o Maintain effective customer interaction by ensuring contact with ongoing issues and managing open items

o Document all customer related interactions, steps and actions taken, and results and resolutions obtained throughout each interaction

SKILL :

Very good understanding of the job and apply knowledge and skills to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.

COMPLEXITY :

Work on assignments that are moderately difficult and may require judgment and initiative. Understand implications of work and make recommendations for solutions .

May be responsible for making independent procedural decisions.

SUPERVISION :

Work under minimal supervision and may determine methods and procedures on new assignments .

WORK EXPERIENCE :

Typically 2 or more years of related experience.

PREFERRED EDUCATION :

Typically High School education, vocational training and / or on-the-job training. Bachelor’s degree preferred .

GENERAL SKILLS & COMPETENCIES :

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

SPECIFIC KNOWLEDGE & SKILLS :

• Working knowledge of Microsoft Word and Excel is preferred
• Basic knowledge of computer hardware, operating systems, database structure, and networks is a plus
• Ability to prioritize tasks, handle stress, and adapt to change

PERFORMANCE REQUIREMENTS :

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS :

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

Last updated : 2024-05-18