Customer Service Support Specialist, West Coast

Description

The Customer Service Support Specialist will be an integral partner on the customer care and administrative team providing first level support to customers and employees. The Specialist will collaborate with internal stakeholders including engineering, quality, marketing, to ensure customer service is delivered in alignment with corporate wide goals, providing insight into patient behaviors, and product usage. The Specialist may be required to perform all, or a combination of the following essential responsibilities as determined by necessity. This position is responsible for all inbound and outbound customer service interactions and will coordinate with the Technical Support teams as well as the Field Sales and Clinical teams to provide “best in class” customer experience. The Specialist will perform tasks following standardized workflows as defined by management.  

Essential Duties and Responsibilities: 

• Develop and maintain knowledge of our products. 
• Acknowledge and resolve customer queries and complaints in a prompt professional manner, escalating complaints when necessary. 
• Ensure customer satisfaction and provide professional customer support. 
• Process orders and modifications, across a number of communication channels. 
• Keep accurate records of customer interactions, transactions, comments, and complaints. 
• Communicate and coordinate with colleagues, as necessary. 
• Work with the team in maximizing procedure throughput by effectively communicating the data collected from the field. 
• Coordinate the field service/loaner system and warranty program. 
• Provide feedback on the efficiency of the customer service process. 
• Work in a “best in class” customer service model and strategy based on customer needs, continuously working to improve the overall customer care operating model, including support for patients and physicians. 
• Maintain a culture of continuous improvement, consistently focused on providing service that adds value to the customer experience. This may include post-service NPS and CES surveys. 
• Using their broad understanding of how Cytrellis’ product is used and the benefits of the product, they will answer customers’ inquiries and direct them to appropriate groups within the company. 
• Enter orders generated by the field sales team and manage the shipping of the product. 
• Enter service contracts and associated details in various systems. 
• Process credit card payments through an online portal. 
• Take calls as part of on-call rotation as needed. 
• Assist in the Sales Administration Process  
• Assist with reporting and data analysis as requested.  
• Comply with all elements of the Quality System. 
• Light Administrative support including reception assistance with scheduling internal and external meetings, coordinating meetings. 
• Receive and distribute mail, ship express packages as needed.  
• Monitor, replenish, and maintain supply needs and inventory of supplies for office and kitchen supplies. 
• Manage shared email boxes. 
• Assist in the coordination of company events, such as team outings and holiday parties as requested. 
• Other duties as assigned.  

Requirements

Experience & Training: 

• A minimum of 3-5 years of experience in a customer service environment, preferably with extensive phone coverage in a healthcare related field, or a 4-year college degree in business, marketing or communication studies, or equivalent experience is preferred. 
• Call Center Experience and equipment service experience highly preferred. 
• Maintain a positive, empathetic, and professional attitude toward customers. 
• Ability to identify and escalate issues requiring management support problem solving. 
• Medical device industry experience in a customer service environment preferred, familiar with medical device regulations. 
• Experience using ERP and Salesforce CRM business applications preferred. 
• Strong computer skills and familiarity with Microsoft Office and other related software. Solid MS Office and Excel skills for data reduction including sort, lookups, and pivot tables. 
• Strong data entry skills; rapid entry of data into customer tracking database while maintaining accuracy. 
• Strong interpersonal, project management and both written and verbal communication skills at all levels of the organization.  
• Ability to manage time constrained projects simultaneously. 
• Ability to maintain a calm demeanor.  
• Ability to work independently, effectively manage time and tasks. 
• Must have the ability to accurately execute multiple tasks and adhere to strict deadlines in a fastpaced, changing environment. 
• This role will start off remote, once office is established in CA it will be hybrid.

Physical Activities 

• Remaining in a sitting position for extended periods of time. 
• Repeating motions that may include the wrists, hands, and/or fingers. 
• Must be able to lift up to 15 pounds on occasion.  
• Must be able to access and navigate each department at the organization’s facility.