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Other (HR, Admin, Mkt, Sales)

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Customer Care Specialist - VIRTUAL

San Jose, CA 95118 | Fully Remote

Posted: 04/08/2024 Job Type: Contract Industry: Other (HR, Admin, Mkt, Sales) Job Number: 24963 Pay Rate: $ 22.00 - $ 24.00

Job Description

Our client, a Global Medical Device Manufacture has an immediate opening for a Customer Care Specialist for a 18 Month + Contract to Hire opportunity. Our client offers results-driven people a place where they can make a difference - every day!  You will also have the opportunity to work with other like-minded, self-directed and detail-oriented Top Talents in an extremely collaborative and professional environment.  


Serve as the primary point of contact for all customer and sales representative inquiries regarding repairs, providing comprehensive information on basic product details, service pricing, and available service options/processes.


HOURS ARE 8am to 5pm PT


Position Description (Principle Duties and Responsibilities)


  • Support a phone queue for repair inquiries while multitasking, i.e., answering support cases (via email) for our customers, Sales Representatives, and other field personnel.
  • Provide Repair Estimates to customers to gain their approval or rejection on proceeding with Repair/Return (i.e., triage) orders, in accordance with business processes.
  • Timeliness, professionalism, and genuine care in their interactions (via phone, in person or email) will be key metrics for this individual's performance.
  • Communicate guidelines and policies effectively with all internal and external customers.
  • Advise accounts on ProCare programs during repair approval/pricing confirmation calls.
  • Work with cross-functional teams to prioritize urgent repair orders.
  • Extensive troubleshooting capabilities.
  • Assist in oversight of team's shared inbox.
  • Assess and escalate urgent situations to leadership when necessary.
  • Enter complaint information in a timely manner for tracking and visibility.
  • Maintain excellent customer service throughout all interactions.
  • Review service contract discrepancies and collaborate with the field and Service Contracts Team to best take care of the customer.
  • Provide detailed information to the Accounts Receivable Team to better educate our customers on charges and assess validity of invoices.
  • Act as a liaison between our customers and our in-house teams to answer technical questions about our products or repairs.

Job Requirements


  • Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems (including data analysis tools i.e. queries, pivot tables, etc.). 
  • Preferred experience with Oracle. 
  • Must be able to communicate with large groups of people. 
  • Must be able to generate and explain guidelines and procedures. 
  • Demonstrated customer service skills, including the ability to communicate professionally and effectively with field-based customers via telephone and e-mail to continuously drive customer satisfaction.  
  • A high degree of emphasis on accountability for quality/GMP compliance, customer service, levels, inventory management and cost reduction.
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