Customer Service Representative III

Medtronic•Lafayette, MA

3d•Remote

About The Position

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world. A Day in the Life At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. In this exciting role as a Customer Service Representative III within Medtronic’s call center environment, you will have responsibility for providing timely telephone support to customers while simultaneously entering data into the Medtronic Business System. Provides product and basic technical support in a positive and professional manner to both customers and end users. Interfaces with internal departments to meet job objectives and fulfill customer requirements. Responsibilities may include the following and other duties may be assigned. Properly documents product complaints, service requests and inquiries generated by customers. Issues Return Goods Authorizations to return reported product for service and/or exchanges. Creates, coordinates, tracks and provides follow up for customers on Sales Orders. Escalates customer requests and issues for resolution when appropriate to a Technical Services Specialist. Stays up to date on and follows, all procedures related to the job which can affect the quality of products and services provided to customers. Possesses basic understanding and knowledge of products supported and service lines. Receives and processes fax, mail and/or on-line network inquiries. Reviews daily routine reports for accuracy of data entry. Contacts customers as follow up to open Return Goods Authorizations. Provides weekly updates of all open orders and RGAs in order to properly close out any aged requests.

Requirements

High School diploma or equivalent with minimum of 4 years of relevant experience in Customer Service or Healthcare.

Nice To Haves

Medical device experience
For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Responsibilities

Properly documents product complaints, service requests and inquiries generated by customers.
Issues Return Goods Authorizations to return reported product for service and/or exchanges.
Creates, coordinates, tracks and provides follow up for customers on Sales Orders.
Escalates customer requests and issues for resolution when appropriate to a Technical Services Specialist.
Stays up to date on and follows, all procedures related to the job which can affect the quality of products and services provided to customers.
Possesses basic understanding and knowledge of products supported and service lines.
Receives and processes fax, mail and/or on-line network inquiries.
Reviews daily routine reports for accuracy of data entry.
Contacts customers as follow up to open Return Goods Authorizations.
Provides weekly updates of all open orders and RGAs in order to properly close out any aged requests.

Benefits

Medtronic offers a competitive Salary and flexible Benefits Package
We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
Health, Dental and vision insurance
Health Savings Account
Healthcare Flexible Spending Account
Life insurance
Long-term disability leave
Dependent daycare spending account
Tuition assistance/reimbursement
Simple Steps (global well-being program)
Incentive plans
401(k) plan plus employer contribution and match
Short-term disability
Paid time off
Paid holidays
Employee Stock Purchase Plan
Employee Assistance Program
Non-qualified Retirement Plan Supplement (subject to IRS earning minimums)
Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums)