Client Solution Specialist

Ascend Staffing • Salt Lake City, UT

4d • Onsite

About The Position

The Client Solutions Specialist I works as part of ICU Medical’s Service Department and provides customer support for medical-device service inquiries. The role communicates with internal and external customers by phone, email, web-based channels, and sometimes in person, maintaining positive customer relations and protecting confidential client information. The specialist handles return service requests and inquiries about returned devices, repair status, service estimates and authorizations, and warranty or extended-service information. The position uses PC and web-based applications and requires bilingual French and English communication.

Requirements

• Be at least 18 years of age.
• High school diploma or GED.
• At least one year of experience in a customer call-center environment, with a concentration in medical devices or an applicable healthcare background.
• At least one year of experience with Complaint Management Systems.
• Bilingual in French and English.
• Strong verbal and written communication skills.
• Detail-oriented, with the ability to apply situational analysis to customer problems and determine customer needs and appropriate actions.
• Ability to use personal computers and related software, including Microsoft applications, Teams, and SharePoint.
• Ability to multitask between varying tasks routinely.
• Ability to pass a pre-employment drug screen and background check and be authorized to work in the United States.
• Customer-support, client-services, sales, or related experience.
• Strong phone communication and phone-system skills.
• Basic computer skills, including tracking and recording call information, filing documents, or updating customer profiles and accounts.
• Ability to concentrate on multiple problems at once and prioritize effectively.
• Ability to answer the phone, listen actively, relay information, and type basic information simultaneously.
• Customer-focused approach to achieving positive customer experiences and resolutions.

Nice To Haves

• Knowledge of biomedical or electro-mechanical devices; one year preferred.
• Experience as a Client Solution Specialist.
• Experience using Enterprise Resource Planning systems, such as Oracle EBS.

Responsibilities

• Receive inbound calls and make outbound calls as part of a call-center team.
• Process return service authorizations received by phone, email, and web-based inquiry, including warranty and non-warranty repairs and preventive maintenance requests.
• Contribute data to Enterprise Resource Planning systems and assist with account initiation or reactivation.
• Process confidential information, including billing information, to initiate service and repair orders.
• Provide information in response to customer inquiries, including repair status.
• Determine and verify sold-to, ship-to, and bill-to information in the appropriate Enterprise Resource Planning systems.
• Contact customers when estimates are required, track responses, provide estimates, obtain approval or denial, and enter responses and related information into the applicable system.
• Contact customers regarding unauthorized Return Material Authorizations and follow through on authorization requirements.
• Meet or exceed customer-service performance metrics, including first-call resolution, 24-hour response or acknowledgement, and required documentation.
• Use the knowledge base to resolve customer inquiries and achieve department metrics.
• Develop new solutions to frequently occurring problems.

Benefits

• Health, vision, dental, life, and disability insurance.
• Direct deposit and debit card payment options.
• Weekly pay.
• Training provided.
• Weekends off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED