Customer Care Specialist II
About The Position
Be Part of Our Story Bring your talents to a rapidly growing, industry-leading global medical device company. We operate with a singular focus of empowering healthcare professionals to better serve their patients. Our unique products and services help clinicians see the hidden realities of the human body, giving them insights they need to optimize patient care. For us, it starts with people: our team, our customers, and the patients they serve. Our innovation is based on finding new ways to offer simplicity where complexity exists. We also look for opportunities to increase the velocity of patient care, ultimately providing solutions that improve and extend patients’ lives. Your Business — Customer Care As a Customer Care Specialist, you’ll deliver total customer care across orders, product and training inquiries, and moderate‑level technical support. You’ll serve as a trusted partner to clinicians and administrators by resolving issues with urgency and empathy, and by guiding users through device and software workflows.
Requirements
- Customer‑Obsessed: You build rapport quickly, listen deeply, and communicate clearly under pressure.
- Tech‑Savvy Problem Solver: You can navigate Windows OS, web apps, wireless technology, and basic networking concepts and can translate them for non-technical users.
- Process‑Driven & Precise: You keep your queue organized, document thoroughly, and follow through reliably.
- Continuous Learner: You’re eager to build clinical, regulatory (FDA/HIPAA), and product knowledge in a dynamic environment.
- Team First: You collaborate across Customer Care, Technical Support, Sales, Service, and Finance to resolve issues end-to-end.
- Associate degree or equivalent experience.
- Typically 1–2 years of direct customer service experience.
- Experience with high-volume inbound/outbound calls and email support.
- Proficiency with Windows OS, web‑based software, and wireless technology.
- Aptitude and desire to troubleshoot permissions, drivers, error codes, server connectivity, and related software issues.
- Ability and desire to learn and apply FDA and HIPAA requirements while troubleshooting.
- Familiarity with customer service databases, CRMs, and case management tools.
- Ability to work remotely with reliable high-speed internet and ability to work shifts Monday–Friday, between 6:00 a.m. and 4:00 p.m. Pacific Time (no nights or weekends).
- Must be able to travel to corporate office in Bothell, WA for onboarding at start of employment.
Responsibilities
- Customer Support & Case Handling — Respond to inbound calls and emails for products, training requests, general information, and moderate technical issues; create and manage cases to resolution.
- Order Management — Accurately enter and process customer orders; provide proactive updates and follow‑ups for order status and repair approvals.
- Returns & Credits — Issue return authorizations (RAs) for repairs and credits in alignment with company policies.
- Technical Troubleshooting — Guide customers through phone and email troubleshooting of medical devices and software, including Windows applications, web‑based tools, drivers, permissions, wireless connectivity, server issues, and unit-specific error codes.
- Suggestive Solutions — Identify opportunities to promote additional value‑add products, services, or training that solve customer problems.
Benefits
- Competitive Compensation: $17.25 - $24.52 per hour (Compensation will vary based on skills, experience and location; it is not typical to be hired at or above the top of the salary range). Full-time employees who are not on a commission plan are eligible for Verathon’s annual bonus plan based on company and individual performance.
- Wellness & Life Balance: Medical, dental, vision, basic life insurance, 401(k) with company match, and other programs that support you and your family. See our full U.S. Employee Benefits Summary: https://www.verathon.com/US-HQ-Employee-Benefits-Summary.
- Growth & Development: Professional development programs, internal mobility, certification courses, and tuition reimbursement.
- Fun & Engagement: Team appreciation virtual events and a culture centered on engagement and recognition.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
