***The salary range for this position is $20.00 - $24.44 per hour.***
***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***
Our Customer is a corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery. Founded in 1995, their goal was to create innovative, robotic-assisted systems that help empower doctors and hospitals to make surgery less invasive than an open approach. Working with the top medical professionals, they continue to develop new, minimally invasive surgical platforms and future diagnostic tools to help solve complex healthcare challenges around the world.
We are seeking a Customer Service Representative on a contract basis to support our Customer's business needs. This role will be onsite in Peachtree Corners, GA.
What you’ll do:
Maintains direct contact with customers before and/or after the sale, via email
Supports sales team by developing and maintaining positive customer relationship management (CRM) with clients/customers, which can substantially affect service and/or product revenue(s)
Successfully resolve routine problems in a way that makes sense to recover the customer to our brand while promoting customer advocacy
Continuously provide accurate information with the goal of exceeding customer expectations
Professionally handle inquiries through a multi-channel platform while developing strong working relationships with various medical professionals, including high-profile surgeons, hospital administration, and field sales representatives
Log all received emails into our customer support Salesforce.com (SFDC) case system
Use judgment to determine when to escalate incidents to Tier 2 and technical teams
Monitor inquiries to identify repetitive issues that may be arising
Strive to be an expert! Learn and maintain a strong understanding of the company products, processes, policies and resources
Accurately process daily orders and product returns using multiple business systems
Understand and execute Food and Drug Administration (FDA) and internal requirements as it relates the complaint-reporting process
Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Maintain an appropriate level of confidentiality with regard to customer and company data
Foster and contribute towards a positive and collaborative culture
Must Haves:
General knowledge of financial and regulatory compliance as it relates to sales orders and return process
Good understanding of customer and internal escalations
Education:
Bachelor’s degree preferred
Hours & Location:
M-F, 40 hours/week. This role will be onsite in Peachtree Corners, GA.
Perks are available through our 3rd Party Employer of Record (Available upon completion of the waiting period for eligible engagements)
Health Benefits: Medical, Dental, Vision, Life (including spouse & child), 401k, STD/LTD, AD&D, and Commuter Benefits program.