customer relations Sunnyvale, CA
Job description
Position Title: CUSTOMER SERVICE REPRESENTATIVE 1
Location: Sunnyvale , CA
Role Type: Long term contract
Description
Primary Function Of Position
RESPONSIBILITIES
Customer Service Representative: Maintains direct contact with customers before and/or after the sale, via email. Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s). Successfully resolve routine problems in a way that makes sense to recover the customer to our brand while promoting customer advocacy.
Continuously provide accurate information with a goal of exceeding customer expectations.
Professionally handle inquires through a multi-channel platform while developing strong working relationships with various medical professionals, including high profile surgeons, hospital administration, and field sales representatives.
Log all received emails into our customer support SFDC case system.
Use judgement to determine when to escalate incidents to Tier 2 and technical teams.
Monitor inquiries to identify repetitive issues that may be arising.
Strive to be an expert! Learn and maintain a strong understanding of ISI products, processes, policies and resources
Accurately process daily order and product returns using multiple business systems
Possess general knowledge of financial and regulatory compliance as it relates to sales order and return process
Understand and execute on FDA and internal requirements as it relates the complaint reporting process.
Possess a good understanding of customer and internal escalations
Actively identify areas for process improvement and optimization that will drive department efficiency and create value for our customers
Meet or exceed key performance and productivity goals such as quality, service level, knowledge, schedule adherence and other metrics as defined by management
Maintain an appropriate level of confidentiality with regard to customer and company data
Foster and contribute towards a positive and collaborative culture
Thank you
Job Type: Contract
Pay: $20.00 - $25.00 per hour
Benefits:
- Health insurance
Shift:
- 8 hour shift
- Morning shift
Work setting:
- In-person
Experience:
- customer support via emails: 2 years (Required)
- order management: 2 years (Required)
Work Location: In person
