What are the responsibilities and job description for the Customer Care Specialist II - Service position at CooperSurgical?
About CooperSurgical
CooperSurgical is a leading fertility and women's healthcare company dedicated to putting time on the side of women, babies, and families at the healthcare moments that matter most in life. CooperSurgical is at the forefront of delivering innovative assisted reproductive technology and genomic solutions that enhance the work of ART professionals to the benefit of families. We currently offer over 600 clinically relevant medical devices to women's healthcare providers, including testing and treatment options.
CooperSurgical is a wholly-owned subsidiary of CooperCompanies (Nasdaq: COO). CooperSurgical, headquartered in Trumbull, CT, produces and markets a wide array of products and services for use by women's health care clinicians. More information can be found at www.coopersurgical.com .
This position will communicate with all areas of the company for service including QA, Production, Receiving, Shipping, Sales, Marketing. Responsible for customer satisfaction through the repair return process. Create POs for parts orders, send OEM product out for repair, Contract entry reporting and monitoring. Sending out customer satisfaction surveys. Phone and email communications with customers.
- Associate degree (preferred); high school diploma required or equivalent work experience
- Minimum of 2 years previous customer service or customer-facing experience desired
- Ability to lift 40 lbs.
- Prolonged desk and bench work
- Knowledge of Business computer system in the areas of ERP, CRM, Service WI procedures.
- Computer proficient with the ability to multi-task
- Professional, enthusiastic and kind with a passion for serving
- Effective active listening skills with ability to probe to ensure appropriate resolution
- Strong communication, organization and time-management skills
As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.
To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Provides all aspects of Customer Service support with our customers. Keeps up with Customer email and phone request. Has process knowledge for customer repair workflow. Has training for aspects of D365 and CRM. The Customer Care Specialist will work with the manager in assisting with departmental reporting, Complaint entry, customer satisfaction and special request.
Essential Functions & Accountabilities:
- Receive and process RMA’s for return of capital equipment
- Responsible for managing and tracking all loaner equipment.
- Maintains accurate records for loaner, demo and consigned parts
- Maintain all service contracts in CRM system for CooperSurgical equipment.
- Enter all Product complaints with CooperSurgical Product Surveillance team
- Process returns for Vendors and Customers in support of repair activities
- Create and send Purchase orders as needed in support of the repair department.
- Gather customer feedback through customer satisfaction surveys after each repair activity
- Enter and update Device History Records in quality system for each repair activity
- Performs other duties and responsibilities as assigned
- Answer incoming telephone calls from customers needing assistance with account services.
- Guide callers through troubleshooting, navigating the company site or effectively using the products or services.
- Maintain superior knowledge of CooperSurgical products, services and billing practices to ensure that information communicated to the customer is accurate and complete.
- Perform account updates as needed and thoroughly document conversations to keep customer records complete and current.
- De-escalate situations involving dissatisfied customers; research issues and offer solutions to resolve problems.
- Display positive attitude while communicating with all internal and external customers;
- Collaborate with team members to improve the customer experience.
- Meet personal/team qualitative and quantitative performance objectives.
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