Customer Service Representative - Batesville, IN - 2nd Shift

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients. 

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work. 

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission. 

Your Role at Baxter

THIS IS WHERE you build trust to achieve results!

The Customer Support Rep I provides exceptional customer service in the healthcare industry. We are the primary contact for the renting of Therapy surface products and Movable Medical Equipment, as well as providing support for service employees and capital technical support after hours.

All representatives are expected to answer basic questions about products, rental contracts, billing, pricing, inventory availability, and general orders. The Customer Support Rep I is expected to be proficient in all Call Center activities and to maintain customer satisfaction in a demanding and changing medical field environment. The Customer Support Rep I reports to the Customer Support Supervisor.

This is a full-time, hybrid position where the candidate would report to the Batesville, Indiana office 3 days out of their work week.

Additionally, this is a 2nd shift position. The working hours are Sunday through Thursday, 3:30pm to 12am.

What You'll Be Doing:

• Responsible for creating and maintaining exceptional customer value, employee value, and shareholder value in an environment that is demanding and changing due to customer expectations and product technology.
• Answer basic technical and operational questions and provide information on product features and uses.
• Maintain technical product knowledge to keep abreast of updates and changes by continued product training.
• Responsible for the customers in the regions or skill sets assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through.
• Identify issues and flag them for timely resolution. These issues may pertain to Call Center processes, service and sales functionality, or customer needs.
• Answer customer questions regarding accessory items, pricing and inventory availability.
• Work with other team members, sales and field service on specific issues with customers through resolution of those issues.
• Should maintain a minimum of a Meets Expectations rating in Monitoring, unless Region associated, then an Exceeds Expectations should be maintained.
• Must maintain a minimum of a Meets Expectations rating on Adherence to Field Service Attendance Policy as well as other individual and team metrics.

What You'll Bring:

• High school diploma or GED required
• 2+ years customer service experience preferred.
• Adapts to new technologies and is comfortable with the Microsoft Office Suite of products including Word, Excel and Outlook
• Ability to communicate effectively with internal and external customers
• Strong written and verbal communication skills required
• Strong analytical and organizational skills required
• High attention to detail required
• A strong individual contributor who can work effectively in a team environment
• Exhibit a professional attitude and appearance
• Experience working in a healthcare setting preferred
• Bilingual in Spanish a plus
• Successful completion of product training and testing required within 60 days of hire
• Schedule flexibility; ability to work weekends and holidays

Physical requirements:

NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function, and the applicant is unable to perform such function with or without reasonable accommodation.

• Occasionally stand/walk, reach/work above shoulders, use a telephone, sort/file paperwork, lift/carry/push/pull objects that weigh up to 10 pounds.
• Adherence to appropriate PPE and safety gear requirements as necessary in working environment.

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