Remote Call Center Analyst Jobs in Rochester, NY

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Technical Customer Service

Job Category:

Professional

All Job Posting Locations:

Abilene, Texas, United States, Abilene, Texas, United States, Akron, Ohio, United States, Allentown, Pennsylvania, United States, Alpharetta, Georgia, United States, Anaheim, California, United States, Anchorage, Alaska, United States, Annapolis, Maryland, United States, Appleton, Wisconsin, United States, Asheville, North Carolina, United States, Ashland, Kentucky, United States, Aurora, Illinois, United States, Bangor, Maine, United States, Barnstable, Massachusetts, United States, Beckley, West Virginia, United States, Billings, Montana, United States, Birmingham, Alabama, United States, Bismarck, North Dakota, United States, Bridgeport, Connecticut, United States, Burlington, Vermont, United States, Chandler, Arizona, United States, Charleston, South Carolina, United States, Chattanooga, Tennessee, United States, Colorado Springs, Colorado, United States of America, Columbia, Missouri, United States {+ 24 more}

Job Description:

*This is a field-based remote role available in all cities within the US. While specific cities are listed in the Locations Section for reference, please note that they are examples only and do not limit your application. We invite candidates from any location across the US to apply._

Johnson & Johnson is recruiting for a Senior Service Coordinator to support our Orthopaedics business. This position is remote based within the US with the ability to work West Coast time zones. The ideal candidate will reside on the West Coast.

About Johnson & Johnson

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.

About Orthopaedics

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Orthopaedics? Ready to join a team that’s reimagining how we heal? Our Orthopaedics teams help keep more than 6 million people moving each year while delivering clinical and economic value to surgeons and healthcare systems. Our teams build solutions for joint reconstruction; trauma and craniomaxillofacial; sports, extremities, and elective foot and ankle; spine; and robotics and digital surgery.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

Position Summary

Perform customer-facing activities such as order creation for spare parts, loaner units, or exchanged equipment within multiple operating systems. Skillfully execute complex orders, billing, service/sales order management activities, as well as the efficient/effective handling and resolution of escalated issues and inquiries. Support initial complaint intake and required functions in multiple business when appropriate.

Key Responsibilities

• Assist with making day-to day business decisions that impact work area by analyzing situations, considering alternative solutions, and reaching conclusions that are in alignment with company regulations and policies.
• Assist in training new personnel on department procedures and to assure complete understanding of assigned responsibilities and guides other departments.
• Provide recommendation and alternatives on process and system improvements to facilitate cost reduction and improve business processes and the customer’s experience.
• Assists other team members within the department as a resource to resolve and address difficult or unusual inquiries or circumstances.
• Maintains a positive working relationship with all external and internal customers and maintains open, proactive communications with key business partners and leadership.
• Receive, process, track, and report on all field Sales requests and customer orders related to loaner equipment, exchanges, and repairs for Power Tools and VELYS systems.
• Create, publish, and review daily loaner due back and missing instruments reports.
• Collaborate with the distribution center, warehouses, internal departments such as Sales, Asset Management, Commercial and Franchise Marketing groups, and Health Care Compliance on all equipment needs and related issues.
• Provide service complaint management to achieve a “close-loop” resolution process for the customer, while following department SOPs and SOX requirements.
• Initiate and implement process improvements within the Field Sales Support Team. Communicate in all directions to keep coordinators, peers, and Management informed of project status, process changes, and opportunities.
• Think and communicate cross-functionally to investigate, research, and resolve all exceptions and adjustments promptly and accurately including any necessary coordination with other internal departments and all required customer follow-up in a self-directed manner.
• Contribute to and promote harmony, growth, and teamwork within the organization.
• Provide leadership to the team in support of business initiatives.
• Meet or exceed individual performance metrics established by management in support of exceptional customer experience and exemplifies the J&J Global Leadership Profile.
• Adhere to all internal quality controls, policies, procedures, and process and service quality guidelines.

Qualifications

Education

• High School Diploma or equivalent with 4 years of related experience OR an associate’s degree with 2 years of related experience.
• Bachelor’s degree with business experience is beneficial.

Experience

• Experience within Johnson & Johnson’s Customer Service and/or Product Support functions is beneficial.
• In-depth business knowledge of related franchises such as Global Orthopedics or Medical Technology is beneficial.
• Customer service and/or logistics experience is required.
• Strong Microsoft Office (Word, Excel, and Outlook) and Internet Navigation skills required.
• Experience with ERP systems SAP and/or Order to Cash highly preferred.
• Working experience in a dynamic, real-time environment, ensuring achievement of competing priorities and deadlines is preferred.
• Demonstrated knowledge of capital equipment service operations preferred.
• Communicates effectively with upper-level management and works collaboratively with cross-functional business partners are required.
• ONE MD Service and Repair, SAP or Call Center Infrastructure knowledge is highly preferred.
• Proficient verbal and written communication skills required.
• Ability to work overtime, beyond standard working hours.
• Ability to work on the West Coast time zones.
• Domestic business travel may be required.

The anticipated base pay range for this position is $59,000 to $85,100.

The Company maintains highly competitive, performance-based compensation programs. Under current guidelines, this position is eligible for an annual performance bonus in accordance with the terms of the applicable plan. The annual performance bonus is a cash bonus intended to provide an incentive to achieve annual targeted results by rewarding for individual and the corporation’s performance over a calendar/performance year. Bonuses are awarded at the Company’s discretion on an individual basis.

Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Employees may be eligible to participate in the Company’s consolidated retirement plan (pension) and savings plan (401(k)).

Employees are eligible for the following time off benefits:

• Vacation – up to 120 hours per calendar year.
• Sick time - up to 40 hours per calendar year.
• Holiday pay, including Floating Holidays – up to 13 days per calendar year.
• Work, Personal and Family Time - up to 40 hours per calendar year.

For additional general information on Company benefits, please go to: https://www.careers.jnj.com/employee-benefits.

This job posting is anticipated to close on 6/10/25. The Company may however extend this time-period, in which case the posting will remain available on https://www.careers.jnj.com to accept additional applications.

For more information on how we support the whole health of our employees throughout their wellness, career and life journey, please visit www.careers.jnj.com.

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center (ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

#LI-JS3

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The anticipated base pay range for this position is :

$59,000 to $85,100

Additional Description for Pay Transparency: