remoterocketship Is Hiring A Client Solutions Specialist Bilingual

Join our dynamic call center team where your communication skills and technical knowledge will make a real difference in customer support and service. 🚀

Job Description

As a valued member of our call center group, you will handle inbound and outbound calls, providing exceptional support and processing various service requests with professionalism and efficiency.

Key Responsibilities

• Handle incoming communications: Receive calls, emails, and web inquiries related to warranty and non-warranty repairs, preventive maintenance, and more 📞📧💻.
• Process service authorizations: Manage return service authorizations, including sensitive and confidential billing information, to initiate repair orders for Service and Repair activities.
• Provide customer updates: Share repair status updates and respond to inquiries promptly.
• Verify order details: Confirm sold-to, ship-to, and bill-to details within our Enterprise Resource Planning (ERP) systems.
• Coordinate estimates: Contact customers for estimates requiring approval, track responses, and document decisions in our systems.
• Manage return authorizations: Reach out for unauthorized Return Material Authorizations and ensure all requirements are followed through.
• Achieve performance metrics: Strive to meet key customer satisfaction goals such as 1st call resolution and 24-hour response times.
• Utilize resources effectively: Use our knowledge base and develop solutions for common customer issues to improve departmental performance.

Requirements

• Experience or knowledge of biomedical or electro-mechanical devices (1 year preferred)
• Attention to detail and accuracy in work
• Strong verbal and written communication skills
• Ability to analyze customer problems and apply appropriate solutions
• Proficiency with personal computers and software applications
• Skilled in multitasking across various activities regularly
• Knowledge of Microsoft Office Suite, TEAMS, SharePoint, etc.

Benefits

• Medical, Dental, and Vision Insurance 🏥
• Paid Time Off (PTO) and Paid Holidays 🌴🎉
• 401(k) Retirement Plan with Company Match 💼
• Flexible Work Arrangements 🕒
• Employee Assistance Program (EAP) 💙