Client Solution Specialist

This is a fully remote position, open to applicants in California, +5 more states.

📋 Description

• Act as a key member of the ICU Medical Service Department's call center team, handling both incoming and outgoing customer calls.

• Manage return service authorizations for both warranty and non-warranty repairs, as well as preventive maintenance requests through phone, email, and web inquiries.

• Input data into Enterprise Resource Planning systems and assist with the initiation or reactivation of accounts.

• Handle confidential billing and other sensitive information to facilitate the initiation of service and repair orders.

• Provide customers with updates on repair status and other relevant service information.

• Identify and confirm sold-to, ship-to, and bill-to details in ERP systems.

• Reach out to customers for estimates, monitor their responses, deliver estimates, secure approvals or denials, and enter necessary information.

• Follow up with customers regarding unauthorized Return Material Authorizations and their authorization requirements.

• Strive to meet or exceed customer satisfaction and service metrics, including first-call resolution and 24-hour response/acknowledgment.

• Utilize the knowledge base to address inquiries, meet department metrics, and create solutions for recurring issues.

⛳️ Requirements

• Must be at least 18 years old.

• A High School Diploma is required.

• At least 1 year of experience in a customer call center setting, preferably in medical devices or relevant healthcare.

• Minimum of 1 year of experience with Complaint Management Systems.

• Familiarity with Enterprise Resource Planning systems, such as Oracle EBS.

• Knowledge of biomedical or electro-mechanical devices is preferred.

• Detail-oriented with strong attention to accuracy.

• Excellent verbal and written communication skills.

• Ability to apply situational analysis to customer issues and determine suitable actions.

• Proficient in using personal computers and related software.

• Capable of multitasking effectively.

• Proficient in Microsoft applications, Teams, and SharePoint.

🏝️ Benefits

• Typically requires travel of less than 5% of the time.

• Offers the option for remote work arrangements.