Customer Service Complaints Specialist - Onsite (Urgent Need)

Millenniumsoft•Franklin Lakes, NJ

22h•Onsite

About The Position

The primary responsibilities for this role are: Administrative data collection and entry. This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls. Candidate must have excellent phone ettiquette and email correspondence 50% of time on phone 50% email. Training provided.

Requirements

Strong Microsoft Excel/Outlook skills
Experienced in customer service or complaint intake
Self-Motivated
High school degree required
Excellent phone ettiquette and email correspondence
50% of time on phone 50% email

Nice To Haves

Experience in regulated industry is a plus
Associate degree preferred
Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred
Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred
Proficiency in Microsoft Office, specifically Word and Excel
Strong Verbal Communication skills
Can work with minimal supervision

Responsibilities

Data entry into excel spreadsheet.
Contact information collection and documentation.
Document information gathered.
Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
Ensures compliance with all client policies and procedures.
Routing the calls to appropriate departments for further assistance.
In the event multiple departments are involved, take on the task to resolve then call back the customer.
Make Outbound calls to various customers to verify if field action notifications have been received.
Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
Raise any escalated concerns to the next level of management.
May perform other duties as required.