Customer Service Specialist-Point of Care Diagnostics (remote/hybrid)

Are you a quick learner with the ability to gain technical knowledge to support medical product use?

Are you passionate about helping people with their healthcare solutions?

Are you a Team player with great communication and documentation skills?

Do you have commendable customer service skills?

Do you want to be part of a company that supports your personal growth?

Then be sure to apply and join a culture that provides healthcare solutions globally to meet the needs of everyone.

SUMMARY

The Customer Service Specialist, CSS, will provide product and service information and resolve any emerging problems that our customers might face with the use of PTS products while working in a regulated environment. This position will process orders for customers (internal and external), prepare correspondences and fulfill customer needs to ensure customer satisfaction. The CSS will assist customer with questions related to orders and complaints by providing training and troubleshooting guidelines over the phone to support PTS products. Will be able to support intermediate issues and customer problems, transferring higher-level complex issues to the Customer Support Specialist II.

This position will require comprehensive knowledge of products and processes. Requires an increased level of evaluation, originality, or ingenuity while contributing to the team’s department goals. A CSS must possess an outgoing, positive attitude, and will correspond with customers ranging from physicians to consumers regarding the PTS product lines. Maintain documentation according to established guidelines as required by PTS compliance and regulatory requirements. ESSENTIAL DUTIES AND RESPONSIBILITIES

• Accountable for phone and email triage as it pertains to orders, invoicing, purchase orders, and any other questions or requests.

· Respond to customer inquiries by analyzing complaints, diagnosing probable causes, systematically eliminating alternatives, provide troubleshooting solutions, educating customer as appropriate and follow-up as necessary.

• Troubleshoot and take appropriate action for resolving order issues (i.e. inventory and pricing discrepancies)
• Documents all communication from internal and external customer including calls/emails in the PTS customer tracking system

· Independently applying expertise to track, analyze, report, and apply the most appropriate course of action for call/email handling

· (Redundant)Document all customs and device related complaints

· Communicate issues with team members and escalate appropriately; serve as an internal resource to assist sales representatives and internal staff when necessary

· Proactively identify and report potential problems or issues to supervisor and management

• Identify and escalate customer and/or process issues appropriately including timely follow up
• Maintains sales documentation and reports

· Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.

· Special projects as assigned

QUALIFICATIONS

· Ability to perform work with moderately complex processes

· Strong phone contact handling skills and active listening

· Familiarity with CRM systems and practices

· Customer orientation and ability to adapt/respond to different types of characters

· Excellent communication and presentation skills

· Ability to multi-task, prioritize, and manage time effectively

· Must be able to use multiple systems, Microsoft Word and/or Excel, CRM

· Must be able to occasionally work extended hours, rotate on-call shifts, and holidays

EDUCATION and/or EXPERIENCE

• Associates Degree preferred; experience may be substituted for education
• 2-5 years previous customer service experience
• At least one year of work experience in a clinically oriented environment (e.g. clinical laboratory, physician office, or home health agency) is preferred

· Proven ability to make quick and effective independent decisions.

· Strong organization and planning skills.

· Ability to handle multiple functions at one time.

· Efficient and effective oral and written communication skills.

· Experience computer skills including the ability to do some functions within various software packages.

· Ability to develop product knowledge for areas of responsibility.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This will be a remote/hybrid position.

EQUAL OPPORTUNITY EMPLOYER: PTS Diagnostics is an Equal Opportunity and E-Verify employer. Employment decisions for all applicants and employees will be made without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, age, national origin, marital status, veteran status, disability, or other characteristics protected under local, state or federal law.