Customer Care Rep I

Additional Location(s):  N/A

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At Boston Scientific, we’ll give you the opportunity to harness all that’s within you by working in teams of diverse and high-performing employees, tackling some of the most important health industry challenges. With access to the latest tools, information and training, we’ll help you in advancing your skills and career. Here, you’ll be supported in progressing – whatever your ambitions.

About the role: 
Monitor Support is responsible for addressing monitor related questions and issues reported by patients, practices, and field sales, with the intent of resolving the call to ensure the satisfaction of Boston Scientific’s patients and practices.

 

Your responsibilities will include:

• Provides timely and accurate information to incoming patient and practice calls
• Addresses questions and educate patients, practices, and sales staff processes patient and practice requests according to established department policies and procedures
• Works closely with other departments to resolve issues and concerns
• Partners with other departments to meet and exceed customer’s service experience
• Maintains technical diagnostic knowledge of all device monitors and supporting tools
• Demonstrate empathy and decrease customer tension
• Promote the value of Preventice remote monitoring to reduce cancellations
• Reports system malfunctions or performance issues to appropriate Preventice Support personnel
• Works to achieve the day-to-day Customer Service Team’s quality and productivity goals
• Provides coaching and assistance to employees on an ongoing basis
• Provides daily direction and communication to employees in the Customer Service Department
• Other duties as assigned
   

Required qualifications:

• High School diploma or an equivalent combination of education/work experience
   

Preferred Qualifications:

• One to two years of experience in a call center or customer service position preferred
• Knowledge of medical terminology preferred
• Excellent multitasking and organization skills
• Excellent verbal and written communication skills
• Computer skills are required including proficiency in Windows-based applications and MS Office.
• Cellular device support experience or other technical support experience
• Knowledge of multi-line telephone system
• Excellent Customer Service skills when interacting with all internal and external clients 
• Bilingual is a plus
• Attention to detail
• Ability to handle stress 
• Control confidential information
• Ability to work in a fast paced environment
• Problem Solving Ability
• Exhibits a high sense of urgency
• Excellent phone skills
• Organizational skills
• Communication Proficiency 

Requisition ID: 574758

Among other requirements, Boston Scientific maintains specific prohibited substance testing requirements for safety-sensitive positions.  This role is deemed safety-sensitive and, as such, candidates will be subject to a drug test as a pre-employment requirement.  The goal of the drug testing is to increase workplace safety in compliance with the applicable law.  

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

 

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

 

At Boston Scientific, we recognize that nurturing a diverse and inclusive workplace helps us be more innovative and it is important in our work of advancing science for life and improving patient health. That is why we stand for inclusion, equality, and opportunity for all. By embracing the richness of our unique backgrounds and perspectives, we create a better, more rewarding place for our employees to work and reflect the patients, customers, and communities we serve. Boston Scientific is proud to be an equal opportunity and affirmative action employer.

 

Boston Scientific maintains a prohibited sub