Senior Customer Care Representative

Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management.

As a Senior Customer Care Representative you will act as the primary point person for providing subject matter expertise to a team of representatives. These Representatives will rely on you for timely information regarding Verathon processes, policies, and products. In addition, you will also directly respond to inbound calls and emails regarding orders, shipping and billing, and product questions.

* Provide escalation support for designated team of customer care representatives taking inbound calls and emails. * Professionally handle incoming requests from Customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly * Process customer orders in accordance with established SLAs * Issue return authorizations (RA’s) for repairs and credits under company guidelines. * Troubleshoot equipment and software problems including assisting customers with Windows applications. * Research grief-shelf items. * Provide follow up calls to customers. * Phone and email based troubleshooting of medical devices and software. * Maintain logs, records, and files manually and electronically. * Other duties as assigned.

* Two year degree or equivalent experience. * Three years of direct customer service experience including 1 year experience providing escalation assistance. * At least 1 year of experience handling Customer escalations * Possess a demonstrated in-depth knowledge of Verathon products, processes, and procedures. * Advanced knowledge of Microsoft Office and Window Operating Systems. * Proven experience in problem solving and process efficiency. * Knowledge of customer service databases and experience issuing return authorizations RA’s. * Understanding of basic accounting principles (including but not limited to the following terminology: Purchase Order, Invoice, and Credit Memo). * Attention to detail with accountability for handling multiple job functions while meeting deadlines. * Excellent verbal and written English skills with ability to type accurately and proficiently. * Ability to work independently or as a team member with reliable on-time and consistent attendance. * Ability to sit for an extended period; to use computers, desk phone for extended lengths of time