National Contact Center (NCC) Customer Care Lead, San Antonio, Texas, USA

Thank you for your interest in joining Solventum. Solventum is a new healthcare company with a long legacy of solving big challenges that improve lives and help healthcare professionals perform at their best. At Solventum, people are at the heart of every innovation we pursue. Guided by empathy, insight, and clinical intelligence, we collaborate with the best minds in healthcare to address our customers’ toughest challenges. While we continue updating the Solventum Careers Page and applicant materials, some documents may still reflect legacy branding. Please note that all listed roles are Solventum positions, and our Privacy Policy: https://www.solventum.com/en-us/home/legal/website-privacy-statement/applicant-privacy/ applies to any personal information you submit. As it was with 3M, at Solventum all qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Job Description:

National Contact Center (NCC) Customer Care Lead

3M Health Care is now Solventum 

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.  

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you. 

The Impact You’ll Make in this Role 
As a Lead – Customer Support (Service Advantage) you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Performing expert-level escalation handling to resolve complex and high-impact customer issues

• Executing real-time performance support through coaching, guidance, and feedback to frontline agents

• Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations

• Coordinating continuity of operations by providing Supervisor backup coverage when needed

• Preparing and supporting talent development activities, including coaching, talent identification, and cross-training

How you will make an impact:

• Performing expert-level escalation handling to resolve complex and high-impact customer issues

• Executing real-time performance support through coaching, guidance, and feedback to frontline agents

• Supporting operational priorities by acting as a SWAT resource during high-volume or critical situations

• Coordinating continuity of operations by providing Supervisor backup coverage when needed

• Preparing and supporting talent development activities, including coaching, talent identification, and cross-training

Your Skills and Expertise:

To set you up for success in this role from day one, Solventum requires, at a minimum, the following qualifications:

• High School Diploma/GED (or higher) and three (3) years of customer support, call center, healthcare support, or related experience in a private, public, government, or military environment.

AND

In addition to the above requirements, the following are also required:

• Two (2) years of experience handling escalations or complex customer situations.

• Demonstrated experience providing peer support, guidance, or informal leadership within a team environment.

• Experience working in a high-volume, fast-paced customer support environment.

• Strong understanding of performance metrics and service expectations (e.g., quality, adherence, and productivity).

• Proven ability to manage priorities, communicate effectively, and solve problems in real time.

• Ability to work scheduled shifts in a 24/7 operational environment, including overtime as required.

Additional Requirements

In this role, you may be required to enter healthcare or other third-party facilities. Those facilities may, in turn, require you to possess certain licenses, vaccinations, and/or other credentials or qualifications (collectively “prerequisites to entry”) for regulatory, safety, or other business reasons. All information will be kept in accordance with applicable law and Solventum policies. In order to respond to the prerequisites to entry, Solventum may share your information with the providers of medical screens, vaccinations, or verifications as well as the healthcare or other third-party facilities requiring the prerequisites to entry.

Work Location: Hybrid. This position also allows for some remote work.
Travel: Employees are required to travel to 6103 Farinon Rd, San Antonio, TX for a minimum of four (4) consecutive days per quarter.

Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status). 

Supporting Your Well-being  

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.  

Applicable to US Applicants Only:The expected compensation range for this position is $50,240 - $69,080, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.). Additional information is available at: https://www.solventum.com/en-us/home/our-company/careers/#Total-Rewards

   

Responsibilities of this position include that corporate policies, procedures and security standards are complied with while performing assigned duties.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Solventum is an equal opportunity employer.  Solventum  will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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