Contact Center Overflow Operator

Bioventus•Memphis, TN

About The Position

Are you ready to work for a more active world? At Bioventus, our business depends on developing our people. We invest in you and challenge you to be the best. We value our colleagues for their different perspectives and individual contributions, and our leaders listen. Our success rests on working together to achieve shared goals and rewards. Join a diverse team of global colleagues driven to help patients resume and enjoy active lives. The Contact Center Overflow Operator is responsible for answering overflow calls from various customer facing groups and taking messages, forwarding calls, and assisting customers. Front desk reception duties. Other duties to be assigned as necessary depending on various department needs. This position serves as an overflow call center for all calls from patients, facilities, insurance companies, field employees etc. Participates in overall operation of the overflow contact center and utilizes various internal systems. Investigates and analyzes the needs of the caller and answers or routes their inquiries to the correct department via email, call transfer IM etc. What you'll be doing Support the day-to-day operations of various customer facing departments by fielding overflow calls and attending to front desk reception. Utilize analytical, statistical skills and interpretive abilities to analyze data and make recommendations for improvements or changes as necessary as related to KPIs. Participate in day-to-day operations/projects as necessary with a professional demeanor and excellent communication and interpersonal skills to effectively interact with internal/external customers and other team members. React to change productively and train other Contact Center Overflow Operators effectively. De-escalate conflict during difficult moments (service outages, customer escalations, etc.) Hold oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role. Other duties as assigned.

Requirements

High School Diploma or equivalent
Outstanding communication and customer service skills
Knowledge of Microsoft Office applications

Nice To Haves

Preferred contact center or customer service experience.
Preferred experience with Five9, and/or SAP systems

Responsibilities

Answering overflow calls from various customer facing groups
Taking messages
Forwarding calls
Assisting customers
Front desk reception duties
Participates in overall operation of the overflow contact center and utilizes various internal systems
Investigates and analyzes the needs of the caller and answers or routes their inquiries to the correct department via email, call transfer IM etc
Support the day-to-day operations of various customer facing departments by fielding overflow calls and attending to front desk reception
Utilize analytical, statistical skills and interpretive abilities to analyze data and make recommendations for improvements or changes as necessary as related to KPIs
Participate in day-to-day operations/projects as necessary with a professional demeanor and excellent communication and interpersonal skills to effectively interact with internal/external customers and other team members
React to change productively and train other Contact Center Overflow Operators effectively
De-escalate conflict during difficult moments (service outages, customer escalations, etc.)
Hold oneself and others accountable to conduct business in a manner compliant with Bioventus’ Code of Compliance and Ethics, policies and procedures and internal controls applicable to their role
Other duties as assigned.