Skip to contentCustomer Service Representative II
| Company | Medtronic |
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| Location | San Antonio, TX, USA |
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| Salary | $35600 – $53400 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Junior, Mid Level |
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Requirements
- High school diploma or equivalent
- Minimum of 2 years of call center or customer service experience.
Responsibilities
- Providing technical and customer service support, troubleshooting technical issues, and educating patients on our CareLink and/or LINQ products
- Troubleshooting customer concerns, issues raised during training, product use or malfunctioning products, and/or software applications and recommending corrective action.
- Conducting follow-up calls with patients and customers and researching issues offline as needed.
- Accurately and concisely documenting patient and customer feedback and any troubleshooting completed during each call.
- Meeting or exceeding key performance and productivity metrics such as quality, courtesy, expertise, and other metrics as defined by management.
- Performing other duties as assigned.
Preferred Qualifications
- Ability to multi-task in a fast-paced environment
- Experience with interpersonal interactions with customers
- Experience in using a computer and multiple software programs
- High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.
- Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
- Ability to read and follow flow diagrams and previous experience working with decision trees.
- Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions.
- Ability to receive and provide feedback in a positive manner, utilizing it to foster strong relationships.
- Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
- Experience with customer resolution according to department protocols and requirements.
- Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.
- Strong written and verbal communication skills.
- Experience using Siebel and/or Service Now to identify patient records, document calls, and research patient history.
- Work experience in the medical device or medical industry.
- Knowledge of HIPAA and other FDA regulations.
