Client Solutions Specialist, Bilingual French

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Collaborate as a team member within the ICU Medical Service Department

• Communicate with internal and external clients via phone, email, web-based platforms, and occasionally in person regarding service inquiries

• Address and manage return service requests for medical devices

• Handle inquiries concerning returned devices, service and repair status, service estimate authorization, and warranty/extended service details

• Participate in receiving and making calls as part of a call center team

• Process return service authorizations for both warranty and non-warranty repairs as well as preventive maintenance requests

• Contribute data to Enterprise Resource Planning systems and assist with account initiation or reactivation

• Manage confidential billing information to initiate service and repair orders

• Supply repair-status updates to customers

• Verify sold-to, ship-to, and bill-to information within ERP systems

• Reach out to customers regarding estimates, track their responses, provide estimates, obtain approvals or denials, and record responses in relevant systems

• Follow up on unauthorized Return Material Authorizations and the requirements for authorization

• Strive to meet or exceed customer satisfaction and departmental performance metrics

• Utilize the knowledge base to address inquiries and create solutions for recurring issues

⛳️ Requirements

• Must be at least 18 years old

• High School Diploma is mandatory

• Bilingual in French and English is required; daily communication will be conducted in both languages

• A minimum of 1 year of experience in a customer call center environment, particularly focused on medical devices or a relevant healthcare background

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

• At least 1 year of experience with Complaint Management Systems

• Knowledge of biomedical or electro-mechanical devices (1 year preferred)

• Attention to detail is essential

• Excellent verbal and written communication abilities

• Capability to apply situational analysis to customer challenges

• Proficient in identifying customer needs and taking appropriate actions

• Competence in using personal computers and associated software

• Ability to multitask effectively on a routine basis

• Familiarity with Microsoft applications, Teams, and SharePoint

🏝️ Benefits

• Remote work arrangement

• Travel is typically less than 5% of the time