Customer Care Specialist

About the job:

The Customer Care Specialist will be the face and the voice of Insightec in managing customer relationships through daily interactions. Primary objective will be monitoring customer satisfaction with INSIGHTEC products and services by ensuring inquiries are internally routed to , and addressed by appropriate departments. The Customer Care Specialist will have a significant role in building the   “Customer Service Experience”. Every customer should feel like they are your only customer. 

What you will be doing:

• Own the Insighec customer service line; this includes answering & recording calls for Quality Assurance purposes
• Update the INSIGHTEC CRM system timely to capture each call experience
• Manage numerous administrative activities related, but not limited to service, sales, clinical research, parts handling, documentation and orders
• Manage credentialing requirements for Field Service employees gaining access to customer sites
• Manage Field Service Reports for customers (FSR)
• Provide customers with updates and periodic statements on service developments
• Assign unique customer cases to management or appropriate departments to provide context as necessary
• Proofreading FSRs and forwarding to customers
• Building & Running Data Reports

Qualifications:

• Bachelor’s Degree is strongly preferred
• Strong technical skills (Microsoft Office, Salesforce, etc)
• Empathy, active listening skills, and superior communication skills (verbal & witten)
• Adaptability & flexibility; you need to be accessible (after core hours, weekends and holidays)
• Strong organization skills and a great eye for details
• Ability to work independently and exercise good judgment

Successful candidate(s) will be required to comply with Insightec’s Vaccination Policy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender/gender identity, age, disability, marital status, sexual orientation, national origin, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws.