Customer Service Representative, Call Center - Irvine, United States - Axonics Modulation Technologies
Description
FLSA
- Hourly Non-Exempt
Department - Operations
Reports To - Customer Service Manager Job Responsibilities:
To enhance the customer experience of external and internal Axonics customers by consistently providing high quality service in the areas of problem resolution and inquiry management.
General Description and Duties:
To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Takes customer and patient phone calls. Provides the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent followup.
- Gathers information on customer issues.
- Acts as the liaison between internal departments to effectively serve customers and achieve business standards.
- Assists customers in placing orders.
- Processes Purchase Orders.
- Ensures order data is complete, accurate and entered into system or report.
- Tracks orders and shipments.
- Schedules shipping of orders.
- Resolves customer issues and recommends corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase customer satisfaction.
- Keeps records of customer interactions.
- Ensures sales representatives are informed of customer issues and inquiries.
- Responds to questions from sales representatives, nurses, and doctors about product, orders, deliveries, product availability, etc.
- Ensures complaint data is gathered, complete, and entered into the appropriate system or report.
- Creates RMAs.
- Coordinates returned complaint product shipping to Quality for investigation.
- Maintains and effectively applies knowledge of products, services, and current organizational policies.
Projects and Other Duties:
- Perform other duties as assigned by supervisor.
- Excellent people skills, especially good at listening and being empathetic.
- Demonstrates grace under pressure.
- Knowledge of medical terms associated with sacral neuromodulation procedure and Medical Device Reporting regulations.
- Exceptional organizational skills and attention to detail.
- High sense of urgency and commitment to ensuring a high level of customer satisfaction.
Minimum Education:
- High school graduate or GED is required. Bachelor's degree is preferred.
Minimum Experience:
- 5 years related work experience.
- Prior experience as a Customer Service Representative in the medical device industry, emphasis on call center activities.
- Experience using and proficient with order entry software; QAD is preferred.
- Experience with Salesforce.
Salary:
Aligning our overall business objectives with performance and merit based pay, Axonics offers competitive salaries, performance-based incentives, and Employer paid benefits programs to address the diverse individual needs of our employees and their families.
For California, the base pay range for this position is $25 to $28 per hour (highly experienced).
Axonics is an Equal Opportunity Employer, included protected Veterans and individuals with disabilities.
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