Client Solution Specialist

🕒 5 dias atrás

🏄 California, Colorado, +4 estados a mais – Remoto

🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🦞 Maine – Remote 🦬 Montana – Remote 🗽 New York – Remote

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ICU Medical

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🏥 Saúde

🍽️ Alimentos e Bebidas

🏭 Manufatura

Healthcare • Food & Beverage • Manufacturing

A ICU Medical é líder global em terapia intravenosa (IV), especializada em produtos médicos e tecnologias inovadoras que melhoram a segurança e a eficiência da terapia IV em diversos ambientes de cuidado. Fundada em 1984 por clínicos, a empresa é dedicada a oferecer soluções clinicamente relevantes, incluindo bombas de infusão, software de segurança e dispositivos de acesso vascular. O compromisso da ICU Medical em aprimorar o cuidado ao paciente se reflete em seu portfólio abrangente que abrange terapia de infusão, manejo das vias aéreas, monitoramento hemodinâmico e gestão de temperatura, garantindo que os clínicos possam enfrentar eficazmente os diversos desafios do cuidado ao paciente.

Descrição

• Serve as a member of the ICU Medical Service Department call center group, receiving and making customer calls • Process return service authorizations for warranty and non-warranty repairs and preventive maintenance requests via phone, email, and web inquiries • Contribute data in Enterprise Resource Planning systems and assist with account initiation/reactivation • Process confidential billing and other sensitive information to initiate service and repair orders • Provide repair status and other service information to customers • Determine and verify sold-to, ship-to, and bill-to information in ERP systems • Contact customers regarding estimates, track responses, provide estimates, obtain approvals or denials, and enter required information • Follow up with customers on unauthorized Return Material Authorizations and authorization requirements • Meet or exceed customer satisfaction and service metrics, including first-call resolution and 24-hour response/acknowledgement • Use the knowledge base to resolve inquiries, achieve department metrics, and develop solutions to recurring problems

🎯 Requisitos

• Must be at least 18 years of age • High School Diploma required • Minimum 1 year of experience in a customer call center environment focused on medical devices or applicable healthcare • Minimum 1 year of experience with Complaint Management Systems • Experience using Enterprise Resource Planning systems, such as Oracle EBS • Knowledge of biomedical or electro-mechanical devices preferred • Detail-oriented • Strong verbal and written communication skills • Ability to apply situational analysis to customer problems and determine appropriate actions • Ability to use personal computers and related software • Ability to routinely multitask • Knowledge of Microsoft applications, Teams, and SharePoint

🏖️ Benefícios

• Typically requires travel less than 5% of the time • Remote work arrangement