Specialist, Client Solution

Position Summary 

The Client Solutions Specialist I works as a team member within the ICU Medical Service Department. The individual will be knowledgeable of core products and have the skills of Customer Service. This position will be required to correspond with both internal and external customers via various forms of communication, and at times in person, concerning service inquiries in a manner that will maintain good customer relations.

This position is responsible for responding to and processing return service requests for medical devices, handling and/or responding to customer requests, including inquiries regarding devices returned for service, service and repair status, service estimate authorization, and warranty/extended service information. This individual must maintain confidentiality of sensitive client information. This position utilizes both PC and web-based software applications.

Essential Duties & Responsibilities

• Member of a call center group receiving calls and making outbound calls.
• Processes return service authorizations in response to incoming phone calls, e-mails and web-based inquiries including but not limited to warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.
• Contributes to data within the Enterprise Resource Planning systems/assists with account initiation/reactivation.
• Processes confidential information, including billing information, to initiate repair orders for Service and Repair activities.
• Provides information, such as repair status, in response to inquiries.
• Determines/verifies sold to/ship to/bill to in appropriate Enterprise Resource Planning systems.
• Contact customers when an estimate is required, track responses, provide estimates to customers, obtain approval/denial of estimates, enter responses and necessary information in applicable system.
• Contact customers for unauthorized Return Material Authorizations and follow through with authorization requirements. 
• Meet or exceed key performance metrics of customer satisfaction I.e. 1st call resolution, 24-hour response time/acknowledgement, required documentation etc. 
• Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.

Knowledge & Skills

• Knowledge of biomedical or electro-mechanical devices (1 year preferred).
• Must be detail oriented. 
• Strong verbal & written communication skills.
• Ability to apply situational analysis to customer problems. 
• Ability to determine customer needs and take appropriate actions. Knowledge of and ability to use personal computers and related software. 
• Ability to alternate between several varying tasks (multi-task) on a routine basis.
• Knowledge of Microsoft applications, TEAMS, SharePoint etc.

Minimum Qualifications, Education & Experience 

• Must be at least 18 years of age.
• High School Diploma required.
• Minimum 1 year of experience working in a Customer Call Center environment with concentration of medical devices/applicable healthcare background. 
• Experience with using Enterprise Resource Planning systems (i.e. Oracle EBS). 
• Minimum 1 year of Experience with Complaint Management Systems.

Work Environment

• This is largely a sedentary role. 
• This job operates in a professional office environment and routinely uses standard office equipment.
• Typically requires travel less than 5% of the time.