ICU Medical Is Hiring A Client Solutions Specialist Bilingual

Join our dynamic customer support team in a call center environment, where you'll handle inbound and outbound calls, providing professional assistance and ensuring customer satisfaction. 🚀

Job Description

As a member of our call center group, your responsibilities will include:

• Handling customer interactions: Receiving calls and making outbound calls to assist with service inquiries.
• Processing return service authorizations: Responding to incoming phone calls, emails, and web inquiries related to warranties, repairs, and maintenance with professionalism.
• Managing data entry: Contributing to ERP system data, initiating/reactivating accounts, and processing confidential information such as billing details.
• Providing timely updates: Sharing repair status and relevant information with customers.
• Verification & documentation: Confirming sold-to, ship-to, and bill-to details in the ERP systems.
• Customer communication: Contacting customers regarding estimates—seeking approval, tracking responses, and entering data appropriately.
• Authorization follow-up: Managing unauthorized Return Material Authorizations to ensure compliance.
• Performance goals: Meeting or exceeding key metrics such as first call resolution, response time, and documentation accuracy.
• Utilizing resources: Leveraging knowledge bases to resolve inquiries efficiently and developing solutions for common issues.

Requirements

• Knowledge of biomedical or electro-mechanical devices: 1 year preferred.
• Attention to detail: Critical for accurate data handling.
• Communication skills: Strong verbal and written abilities.
• Analytical thinking: Apply situational analysis to customer problems effectively.
• Customer focus: Ability to identify needs and take appropriate actions.
• Technical proficiency: Familiarity with personal computers and related software.
• Multi-tasking ability: Skillful handling of varying tasks routinely.
• Software knowledge: Experience with Microsoft applications, TEAMS, SharePoint, etc.

Benefits

• Health coverage: Medical, Dental, and Vision Insurance.
• Paid time off: PTO and Holidays to support work-life balance.
• Retirement plan: 401(k) with Company Match.
• Work flexibility: Flexible Work Arrangements.
• Employee support: Assistance Program (EAP).