Customer Service Representative II

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Develop and maintain knowledge of our products.
• Acknowledge and resolve customer queries and complaints in a call center setting in a prompt professional manner. Escalating complaints when necessary.
• Process orders and modifications, across a number of communication channels.
• Keep accurate records of customer interactions, transactions, comments, and complaints.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Work in a “best in class” customer service model and strategy based on customer needs, continuously working to improve the overall customer care operating model, including support for patients and physicians.
• Maintain a culture of continuous improvement, consistently focused on providing service that adds value to the customer experience.  This may include post-service NPS and CES surveys.
• Assist with coordination of clinical training and product installation activities to support sales as needed including coordinating the schedule and ensuring the training records are archived appropriately.
• Work with Product Development Managers in maximizing procedure throughput by effectively communicating the data collected from the field.
• Coordinate the field service/loaner system and warranty program.
• Responsible for handling inbound calls from customers generated through marketing programs or the Field Sales team. 
• Enter orders generated by the field sales team and manage the shipping of the product. 
• Work with the Field teams and Customers to coordinate training for the product. 
• Provide feedback and suggestions to management team on an as-needed basis. 
• Additional duties as assigned by management. 
• Comply with all elements of the Quality System.

Experience & Training: 

• Call Center Experience and equipment service experience highly preferred
• Medical device industry experience in a customer service environment preferred, familiar with medical device regulations.
• Experience using ERP and Salesforce CRM business applications preferred.
• Strong computer skills and familiarity with Microsoft Office and other related software.
• Strong interpersonal, project management and communication skills required.
• Strong written and verbal communication and presentation skills.
• Ability to handle time constrained projects simultaneously. 
• Proven ability to communicate with customers and at all levels of the organization.
• Strong telecommunications and information technology experience.
• Flexible to provide shared phone support from 5pm – 8pm.
• Ability to maintain a calm demeanor

• Must have the ability to accurately execute multiple tasks and adhere to strict deadlines in a fast-paced, changing environment. 
• Excellent verbal and written communication skills, including effective and empathetic listening skills, and the ability to communicate accurately and effectively in person, over the telephone or in writing. with strong attention to detail. 
• Experience with Salesforce.com CRM (preferred).
• Solid MS Office and Excel skills for data reduction including sort, lookups and pivot tables. 
• Ability to identify and escalate issues requiring management support problem solving. 
• Strong data entry skills; rapid entry of data into customer tracking database while maintaining accuracy. 
• Proven capability to handle challenging situations in a fast-paced work environment.