Position : Customer Service Complaints Specialist
Location : Franklin Lakes, NJ
Duration : 12 Months
Total Hours/week : 40.00
1st Shift
Client : Medical Devices Company
Job Category : Clinical
Level of Experience : Senior Level
Employment Type : Contract on W2 (Need US Citizens or GC Holders or GC EAD or OPT or EAD or CPT
Onsite
Work Hours / Shift Details: 1st shift M-F, 8 hours/day, 40/week, NO OVERTIME 8am - 430pm flexible
JOB DESCRIPTION
Must haves :
Must have strong Microsoft Excel/Outlook skills
Experienced in customer service or complaint intake
Self-Motivated
Experience in regulated industry is a plus
High school degree required.
EDUCATION :Education and Experience:
โข Associate degree preferred.
โข High school degree required.
Job Summary:
The primary responsibilities for this role are:
- Administrative data collection and entry.
- This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls.
- Candidate must have excellent phone ettiquette and email correspondence 50% of time on phone 50% email.
- Training provided.
Job Responsibilities:
- Data entry into excel spreadsheet.
- Contact information collection and documentation.
- Document information gathered.
- Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
- Ensures compliance with all client policies and procedures.
- Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve then call back the customer.
- Make Outbound calls to various customers to verify if field action notifications have been received.
- Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
- Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
- Raise any escalated concerns to the next level of management.
- May perform other duties as required.
Education and Experience:
- Associate degree preferred.
- High school degree required.
Knowledge and Skills:
Knowledge:
- Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred
- Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.
Skills:
- Proficiency in Microsoft Office, specifically Word and Excel
- Strong Verbal Communication skills
- Self-Motivated.
- Can work with minimal supervision.
Physical Demands:
- Sitting for Extended Periods: Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health.
- Computer Use: Using a computer, keyboard, and mouse is a fundamental part of remote work. Itโs essential to maintain proper ergonomics to prevent strain or discomfort.
- Communication Tools: Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around.
- Predictable Attendance: Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.
- Noise Levels: The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings
Work Environment:
Onsite Office Cubical โ 5 days per week