Client Solution Specialist - SLC

They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and providing repair support for client s medical devices and safety software. Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc.

Job Title: Client Solution Specialist
Location: Salt Lake City, UT 84123
Duration: 12 Months
Shift: M F 7:00 AM - 4:30 PM

Pay Range: $18.00 to $20.84

Position Summary:
The Client Solution Specialist is the first point of contact for company product support to external and internal customers. They play a critical role in the overall customer experience and satisfaction as most of their day is spent talking with customers and providing repair support for client s medical devices and safety software. They also manage customer repair requests.

Essential Duties & Responsibilities:

• Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements.
• Document interactions in appropriate systems.
• Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.
• Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
• Utilize knowledge base to resolve customer inquiries and achieve department metrics.
• Develop new solutions to frequently occurring problems.
• Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.

Qualifications:

• High School diploma or GED equivalent. Associate of Science in Biomedical Technology or similar preferred.
• Experience with working in a Customer Call Center environment (1-2 years)
• Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years)
• Experience in troubleshooting biomedical or electro-mechanical devices (1 year)
• A high degree of initiative and extremely strong communication skills.
• Fluent in English/French for both verbal and written communication.

Travel Requirements:
" Typically requires travel less than 5% of the time