Customer Support Rep II

Company: BAXTER
Location: Holton
Posted on: August 6, 2022

Job Description:

This is where you save and sustain lives At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. Baxter s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. Join us at the intersection of saving and sustaining lives- where your purpose accelerates our mission. The Customer Support Rep II is expected to provide customer service through answering general questions about products, rental contracts, billing, pricing, inventory availability, and general orders. The Customer Support Rep II should be proficient in all Call Center activities and to maintain customer satisfaction in a demanding and changing medical technology environment. The Customer Support Rep II reports to the Customer Support Supervisor.ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned): --- Responsible for creating and maintaining exceptional customer value, employee value, and shareholder value in an environment that is demanding and changing due to customer expectations and product technology.--- Answer technical and operational questions and provide information on product features and uses and act as the subject matter expert on MME, Therapy Products, high-level handling of Miyagi desk responsibilities and Click Mobile Support.--- Maintain technical product knowledge to keep abreast of updates and changes by continued product training.--- Responsible for the customers in the workgroups assigned and ensure that customer orders are managed with a high level of accuracy, customer service and appropriate follow through.--- Display initiative in Identifying issues and flag them for timely resolution. These issues may pertain to Call Center processes, service and sales functionality, or escalated customer needs. --- Answer customer questions regarding accessory items, pricing and inventory availability.--- Work with other team members, sales and field service on specific issues with customers through appropriate resolution of those issues.--- Assist Customer Contact Center Rep I employees with process and product questions and display a willingness to assist in leadership roles when needed.--- Assist as needed with refresh training on certain processes supported by the Customer Contact Center.--- Assist as needed with floor coverage and/or managing call volume in various workgroup queues. --- Must maintain a minimum of a Meets Expectations rating on Adherence to Field Service Attendance Policy as well as other individual and team metrics.SUPERVISORY RESPONSIBILITIES INCLUDE:--- This job has no supervisory responsibilities.EDUCATION AND EXPERIENCE:--- Schedule flexibility; ability to work weekends and holidays.--- High school diploma or GED required--- Successful completion of product training and testing required within 60 days of hire--- Must meet one of the following Customer Service experience levels:o 2+ years Customer Service with at least 6 months experience working with Hill-Romo 4+ years Customer Service experience in a call center environmentQUALIFICATIONS AND SKILLS:--- Adapts to new technologies and is comfortable with the Microsoft Office Suite of products including Word, Excel and Outlook--- Ability to communicate effectively with internal and external customers--- Strong written and verbal communication skills required--- Strong analytical and organizational skills required--- High attention to detail required--- A strong individual contributor who can work effectively in a team environment--- Exhibit a professional attitude and appearance--- Experience working in a healthcare setting preferred--- Bilingual in Spanish a plusPHYSICAL REQUIREMENTS:NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function, and the applicant is unable to perform such function with or without reasonable accommodation.--- Occasionally stand/walk, reach/work above shoulders, use a telephone, sort/file paperwork, lift/carry/push/pull objects that weigh up to 10 pounds.--- Adherence to appropriate PPE and safety gear requirements as necessary in working environment. The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law. Equal Employment OpportunityBaxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic. EEO is the Law EEO is the law - Poster Supplement Pay Transparency Policy Reasonable Accommodations Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Recruitment Fraud Notice Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice . 074623

Keywords: BAXTER, Cincinnati , Customer Support Rep II, Other , Holton, Ohio