Customer Service Representative, Call Center

Customer Service Representative, Call Center

Job Title Customer Service Representative, Call Center FLSA Hourly Non-Exempt Department Operations Reports To Customer Service Manager Download the job description

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Job Responsibilities:

To enhance the customer experience of external and internal Axonics customers by consistently providing high quality service in the areas of problem resolution and inquiry management.

General Description and Duties:

To perform this job successfully, an individual must be able to perform each essential job task satisfactorily. The tasks listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Takes customer and patient phone calls. Provides the first line of communication with customers, ensuring a positive customer experience through efficient, courteous, prompt service and consistent follow-up.

• Gathers information on customer issues.

• Acts as the liaison between internal departments to effectively serve customers and achieve business standards.

• Assists customers in placing orders.

• Processes Purchase Orders.

• Ensures order data is complete, accurate and entered into system or report.

• Tracks orders and shipments.

• Schedules shipping of orders.

• Resolves customer issues and recommends corrective measures as appropriate, continually identifying ways to improve and streamline processes to increase customer satisfaction.

• Keeps records of customer interactions.

• Ensures sales representatives are informed of customer issues and inquiries.

• Responds to questions from sales representatives, nurses, and doctors about product, orders, deliveries, product availability, etc.

• Ensures complaint data is gathered, complete, and entered into the appropriate system or report.

• Creates RMAs.

• Coordinates returned complaint product shipping to Quality for investigation.

• Maintains and effectively applies knowledge of products, services, and current organizational policies.

• Provides product information and solutions, applying technical and troubleshooting resolution as needed and addressing customer concerns in a timely manner.

Projects and Other Duties:

• Perform other duties as assigned by supervisor.

Position Qualifications

• Excellent people skills, especially good at listening and being empathetic.

• Demonstrates grace under pressure.

• Knowledge of medical terms associated with sacral neuromodulation procedure and Medical Device Reporting regulations.

• Exceptional organizational skills and attention to detail.

• High sense of urgency and commitment to ensuring a high level of customer satisfaction.

Minimum Education:

• High school graduate or GED is required. Bachelor's degree is preferred.

Minimum Experience:

• 5 years related work experience.

• Prior experience as a Customer Service Representative in the medical device industry, emphasis on call center activities.

• Experience using and proficient with order entry software; QAD is preferred.

• Experience with Salesforce.

Salary:

Aligning our overall business objectives with performance and merit based pay, Axonics offers competitive salaries, performance-based incentives, and Employer paid benefits programs to address the diverse individual needs of our employees and their families. At Axonics, our employees come first!

For California, the base pay range for this position is $25 to $28 per hour (highly experienced).

The pay for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience).

Axonics is an Equal Opportunity Employer, included protected Veterans and individuals with disabilities.