Client Solution Specialist

🔥 0 minutes ago

🏄 California, Colorado, +4 more states – Remote

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

⏰ Full Time

🟢 Junior

🚫👨‍🎓 No degree required

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ICU Medical

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🏥 Healthcare

🍽️ Food & Beverage

🏭 Manufacturing

Healthcare • Food & Beverage • Manufacturing

ICU Medical is a global leader in intravenous (IV) therapy, specializing in innovative medical products and technologies that enhance the safety and efficiency of IV therapy across various care settings. Founded in 1984 by clinicians, the company is dedicated to delivering clinically-relevant solutions, including infusion pumps, safety software, and vascular access devices. ICU Medical's commitment to improving patient care is reflected in their comprehensive portfolio that spans infusion therapy, airway management, hemodynamic monitoring, and temperature management, ensuring clinicians can meet the diverse challenges of patient care effectively.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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