Responsibilities

• Provide customers, both internally and externally, with a high level of service with regards to all inquiries, orders and shipments
• Handle all inbound CS calls, perform outbound calls, and correspondence as needed to ensure customer satisfaction
• Respond to all customer contacts promptly, efficiently and accurately
• Build and maintain customer relationships
• Assist clients and medical staff throughout the delivery life cycle of ViaCord's service
• Must showcase ability to successfully resolve cross functional customer issues including order discrepancies, complaints, billing and shipping issues
• Assure quality, integrity and accuracy of client information (including review, processing, and database entry)
• Assist in rollout and support of best practice initiatives by means of training and coaching
• Partner with Customer Service Management to deliver formal new hire training as directed
• Assist in maintaining Service Level in Customer Service by participation in inbound call queue
• Partner with CS Management to implement necessary call center changes as result of customer feedback
• Ensure timely completion of non-phone tasks by agents such as board-check, filing, fax checking, and email claims
• Handle escalated customer issues as needed. All applicable follow-up must be conducted within a timely manner
• Promote an open communication model and positive work environment
• Participate in Continuous Improvement projects with the Department
• Must be able to develop , write, and edit a Work Instruction and Standard Operating Procedure through the Change Control process
• Participate in a cross functional initiatives and projects
• Participate in Customer Service On-Call Program

Basic Qualifications

• Bachelor's degree
• 2+ years' experience in customer service and/or contact center (consumer market)

OR

• Associate degree
• 4+ years' experience in customer service and/or contact center (consumer market)

Preferred Qualifications

• Proven understanding of fundamental call center metrics and performance management techniques
• Must have strong interpersonal, customer service and phone skills
• Must be highly reliable and motivated to excel
• Ability to work with cross-functional departments; experience working with teams
• Ability to communicate effectively (both written & orally)
• Ability to handle multiple tasks with adherence to deadlines
• Superior planning, organizational, and time management skills to effectively allocate and manage resources
• Basic typing, computer skills and data entry experience preferred (proficiency with Microsoft Office and familiarity with Siebel database a plus)
• No client or employee complaints against Rep for inappropriate behavior or handling of a situation
• Full Time: Monday through Friday
• Ability to work at least one on-call shift a month

The base salary range for this full-time position is 50,500.00 - 63,000.00 USD This range reflects the minimum and maximum target for a new hire in this position. The base pay offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered."

What do we offer? We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits:

• Medical, Dental, and Vision Insurance Options
• Life and Disability Insurance
• Paid Time-Off
• Parental Benefits
• Compassionate Care Leave
• 401k with Company Match
• Employee Stock Purchase Plan

Learn more about Revvity's benefits by visiting our Bswift page. Log-In instructions are provided towards the bottom of the Bswift page.

For benefit-eligible roles only. Part-time and temporary roles may not be eligible for all benefits listed. Please reach out to your recruiter for more information. PDN-a072431f-fd87-4491-accf-12768252fc55