This position will work hybrid on-site/off-site at our client, a leading medical device company in Irvine, CA. They will need to go on-site in Irvine for training, and then 2-days per week following. Candidates must be local to the area to be considered.
This is a 3-month contract with potential to extend longer based on performance and business need. Medical benefits are available.
A typical workday will involve interact with customers (hospitals, typically in Materials Management and Purchasing) via phone and email, placing and monitoring orders (eg returns, billing adjustments, assignments) for the internal sales organization, inventory management, etc. They will communicate with customers to provide updates and ensure high customer satisfaction.
We are looking for candidates with call center experience, preferably with CRM (Salesforce) or other case management experience.
Summary:
The main function of a call center/customer service specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service specialist is responsible for determining the client's issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
Job Responsibilities: • Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills. • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. • Refer unresolved customer grievances to designated departments for further investigation. • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Skills: • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills. • Ability to work independently and manage one's time. • Ability to accurately document and record customer/client information. • Previous experience with computer applications, such as Microsoft Word and PowerPoint.
Education/Experience: • High school diploma or GED preferred. • 2-4 years customer service related experience required.