Job Description

Job Title: Call Center Specialist II (CRM)

Pay Rate: $23.30/Hr

Duration: 6 Months

Location: Irvine, CA (Hybrid - 3 Days Onsite in a week: Tuesday, Wednesday, & Thursday)

Shift - 8 AM to 4:30 PM Pacific time

Our Client is a Global Medical Device Manufacturer.

The Call Center Specialist II (CRM) is responsible for determining the client’s issue, offering possible solutions, or providing follow-up as needed. Customer Service Specialist may be inbound , outbound , or a combination of both.

• The main function of a Call Center Specialist II (CRM) is to interact with customers to provide information in response to inquiries about products and services, and to handle and resolve complaints.
• This is a call center; we are looking for candidates with call center experience. Preferably with CRM or other case management experience.
• Place and monitor orders (e.g., returns, billing adjustments, assignments) for external and internal customers (External Customers are hospitals, typically in Materials Management and Purchasing. Internal Customers are our Sales Organization, and various other key stakeholders such as contacts in Inventory Management, Supply Chain, R&D, etc.) and communicate as needed to ensure high customer satisfaction
• Will need to provide information in response to inquiries about products and services, and be able to work in a high-paced environment.
• Resolve basic customer service activities including investigating and performing root cause analysis under direction and supervision
• Process administrative returns and monitor to ensure the product is received in the returns warehouse
• Correspond with Supply Chain Planning on inventory availability and notify the Customer and Sales Representatives.
• Complete all documents for customer credits for SOX key controls
• A typical customer service specialist is responsible for determining the client’s issue, offering possible solutions, or providing follow-up as needed.
• Customer service agents may be inbound , outbound , or a combination.
• Resolve customers’ service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
• Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
• Refer unresolved customer grievances to designated departments for further investigation.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions are taken.

Requirement:

• High school diploma or GED preferred.
• 2-4 years of customer service-related experience required.
• Ability to work independently and manage one’s time.
• Experience with CRM or with Salesforce
• Strong computer skills, including the use of the MS Office Suite
• Strong computer knowledge in ERP applications (e.g, JDE and/ or Salesforce)
• Verbal and written communication, attention to detail, customer service, and interpersonal skills.
• Ability to accurately document and record customer /client information.
• Ability to work independently and manage one’s time
• Ability to work in a fast-paced environment
• Previous experience with computer applications, such as Microsoft Word and PowerPoint.

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