Customer Service Rep - District Service

*Candidates for this role must be available to work:
8:30 am - 5:00 pm Pacific Time

9:30 am - 6:00 pm Mountain Time

10:30 am - 7:00 pm Central Time

11:30 am - 8:00 pm Eastern Time

JOB OVERVIEW:

This position is responsible for receiving telephone calls and emails from internal and external customers and answering inquiries on various issues, including billing and credit issues, disputes and returns.  This position is also responsible for approving, denying, or modifying service-related credit requests within established company guidelines.  In addition, they are responsible for processing back-office billing and work orders that need to be billed.

KEY RESPONSIBILITIES

• Responsible for evaluating credit requests from the field.  This position as authority to approve, deny, or modify the credit request based on variables such as customer value, service visit history, service notes, and has discretion to make decisions that directly impact both customer experience, customer billing and credit dollars within established company guidelines.
• Receives telephone calls and emails from internal and external customers to answer inquiries on various issues, including billing and credit issues, disputes and returns.
• Responsible for determining warranty expirations. 
• Responsible for billing work pending in NES that needs to processed to invoice
• Responsible for authorization of customer/credit refunds and initiation of the issuance process to include; accidental billing, warranty erroneous charges, incorrect rate or times.
• Participates in special projects and performs other duties as required.

SPECIFIC KNOWLEDGE & SKILLS: 

• Good telephone etiquette
• Ability to handle a high volume of calls
• Effective conflict resolution
• Ability to learn applicable computer systems

GENERAL SKILLS & COMPETENCIES: 

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

MINIMUM WORK EXPERIENCE: 

Typically 2 or more years of related experience.

PREFERRED EDUCATION: 

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

The posted range for this position is $34,490-$53,891 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

Other benefits available include: Medical, Dental and Vision Coverage, 401K Plan with Company Match, PTO, Paid Parental Leave, Income Protection, Work Life Assistance Program, Flexible Spending Accounts, Educational Benefits, Worldwide Scholarship Program and Volunteer Opportunities

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. 

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers