ARKRAY is currently seeking a Technical Customer Service Representative to provide exceptional customer service and technical support of the company’s diagnostic and other proprietary products.
Assist outside account managers with questions and orders to ensure customer and account representative satisfaction.Duties and Responsibilities
• Act as the primary resource within the customer service team to provide customer service and technical support to customers who utilize the company’s diagnostic and other proprietary products through a toll free support line
• Definitively and with confidence, answer complicated questions about products and politely re-direct or decline to answer questions about disease state.
• On call/after hour support with additional compensation.
This is conducted outside of the office with no requirements to go into the office outside of regular work hours.
A rotating cell phone allows the employee to receive “urgent” messages left by customer that requires immediate call back.
• Effectively interact with Marketing, Outside and Inside Sales, Order Services, Quality, Regulatory, and Distribution to assist these groups in providing comprehensive support and services to our customer base
• Maintain detailed notes on all incoming calls.
• Effectively access and utilizes a Customer Service database (i.e.
CALLTRAK), which records and measures support and service interaction with customers
• Maintain documentation in compliance with regulatory guidelines and properly identifies those product issues that require additional follow-up
• Follow through on commitments and maintains a positive working relationship with external and internal customers and/or co-workers
• Handle order processing and other duties related to serving account managers and external customers
• Work on case studies and other departmental projects
• Review daily reports entering data in necessary programsKnowledge and Skills
• One to five years of technical/customer service experience
• Background in science or medical field and/or the ability to grasp highly technical concepts
• Ability to remember multiple products and scenarios around questions as it relates to those products.
• High degree of accuracy in work
• Detail orientation combined with the ability to interact with a wide variety of customers
• Proficiency in server based software and PC packages
• Ongoing positive attitude and approach to work and customers
• Highly organized multi-tasker who can move at a consistent fast pace.Education
• Two or more years of continuing education with an emphasis in the medical/science field or equivalent experience
• Diabetes knowledge, understanding or background preferred ARKRAY is an Equal Opportunity Employer: minorities, women, veterans, and individuals with disabilities.