Client Solution Specialist/Call Center Position Available In Fulton, Georgia

Job Description:

Job Title :

Client Solution Specialist Location :

RemoteDuration :

12

Months Contract Shift Days :

Monday-Friday PositionSummary They play a critical role in the overall customerexperience and satisfaction as most of their day is spent talkingwith customers and providing repair support for medical devices andsafety software. They also manage customer repair requests.

Essential Duties & Responsibilities Manage all incoming contacts(phone, email, chat, etc.) per service and support guidelinesdetailed in process flows, Standard Operating Procedures, CustomerService Level Agreements, and departmental Operating LevelAgreements. Document interactions in appropriate systems. Createand manage multiple types of customer service requests, includingwarranty and non-warranty repairs, preventive maintenance requests,etc. with the highest level of support professionalism. Meet orexceed key performance metrics of customer satisfaction, 1st callresolution, knowledge base utilization and Field SalesSatisfaction. Utilize knowledge base to resolve customer inquiriesand achieve department metrics. Develop new solutions to frequentlyoccurring problems. Manage Service Requests (RMAs) forcustomer-returning medical devices, including acquiring PurchaseOrders for billable services. Knowledge, Skills & QualificationsExperience with working in a Customer Call Center environment (1-2years) Experience with using Enterprise Resource Planning systems(i.e., Oracle EBS) (1-2 years) Experience in troubleshootingbiomedical or electro-mechanical devices (1 year) A high degree ofinitiative and extremely strong communication skills Fluent inEnglish/French for both verbal and written communication Educationand Experience High School diploma or GED equivalent Associate ofScience in Biomedical Technology or similar preferred 1 yearminimum, 2 preferred Minimum Qualifications Must be at least 18years of age Travel Requirements Typically requires travel lessthan 5% of the time Physical Requirements and Work Environment Thisis largely a sedentary role. This job operates in a professionaloffice environment and routinely uses standard office equipment.

The position requires the ability to work under pressure and stresscommon to office environments.