Customer Service Representative - Onsite
Location: San Jose, CA 95138
Pay Rate: $16.66/hr. - $26.66/hr.
Duration: 10 Months
Onsite/Remote/Hybrid: Onsite
Shift (if applicable): M-F 8:00 AM - 5:00 PM
Description/Comment:
Position summary: Responsible for representing our client's brand by supporting our customers daily with all ProCare requests over the phone, email, and through assigned cases.
Essential duties & responsibilities:
* Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.
* Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
* Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
* Maintain meticulous documentation for each order, ensuring accurate revenue recognition in compliance with Stryker's financial policies.
* Manage repair order intake and repair approvals for assigned regions while providing coverage for additional regions, as needed.
* Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
* Communicate guidelines and policies effectively with all internal and external customers.
* Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
* Work with cross-functional teams to prioritize urgent repair orders.
* Exemplifies analytical competency.
* Effective prioritization of assigned tasks.
* Extensive troubleshooting capabilities.
* Assist in oversight of team's shared inbox.
* Assess and escalate urgent situations to leadership when necessary.
* Enter complaint information in a timely manner for tracking and visibility.
* Maintain excellent customer service throughout all interactions.
* Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
* Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
* Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
* Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.
* 100% tactical support.
* Collect and distribute daily team metrics.
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.
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