Customer Service Contact Center Representative

Company OverviewEmbark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. We are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.
The Opportunity That Awaits You:   We are on the lookout for a dynamic and passionate Customer Service Contact Center Representative to join our high-performing team. The ideal candidate is a customer-centric professional who excels in a fast-paced environment and is dedicated to providing outstanding support to our customers, distributors, and field teams. This pivotal role is key to building strong relationships and ensuring an exceptional customer experience throughout our organization, making a significant impact on our success. If you are ready to contribute to a culture of excellence and drive meaningful interactions, we want to hear from you!

What Your Day-To-Day Will Involve:

• Frontline Excellence: Serve as the primary contact for inbound calls, delivering outstanding customer service that exceeds expectations.
• Performance Metrics: Meet or exceed key performance indicators while ensuring high-quality interactions.
• Inbox Management: Efficiently manage the Customer Service Inbox, ensuring timely routing of inquiries to the appropriate teams/shared boxes
• Order Management: Assist customers with order placement, shipment tracking, and resolution of any order-related issues, in addition to processing of initial Trunk Stock Orders for field representatives.  
• Data Accuracy: Maintain meticulous records within our CRM and ERP systems, ensuring data integrity, including overseeing service documentation and ensuring all information is up-to-date and accurate.
• Issue Resolution: Proactively reconcile shipping and invoicing discrepancies to enhance customer satisfaction and diligently log Customer Experience Cases in the CRM as necessary.
• Effective Communication: Build strong relationships with customers and distributors, responding to inquiries with enthusiasm and professionalism.
• Product Knowledge: Strong understanding of company products, services, and policies.
• Quality Assurance: Uphold Standard Operating Procedures, suggesting improvements to enhance service quality.
• Regulatory Compliance: Maintain compliance with PROCEPT BioRobotics Quality Management System and EHS policies, ensuring all processes meet regulatory standards.

The Qualifications We Need You to Possess

• Work Shift: Available to work from 5 AM to 2 PM PST, with flexibility for overtime as required.
• Location: Available to come into the office in San Jose, CA once a week or as required.
• Availability: Capable to serve as a Call Center agent, promptly responding to calls attentively and without disruption or distraction
• Education: BA/BS preferred or equivalent combination of experience and education.
• Communication Skills: Ability to convey information clearly and professionally across diverse audiences, including healthcare professionals and internal teams.
• Technical Proficiency: Proficient in using computer systems and applications, with a quick aptitude for learning new technologies.
• Proactive Problem-Solver: Demonstrated ability to identify issues and propose effective solutions in a timely manner.
• Service Mindset: A genuine passion for providing exceptional service and resolving customer issues.
• Multitasking Ability: Proven ability to manage multiple tasks and requests in a high-pressure environment.

The Qualifications We Would Like You to Possess

• Professional Experience: 3+ years in Customer Success/Service order processing preferred.
• Experience: Previous call center experience preferred; experience in life sciences or healthcare is a significant plus.
• Technical Skills: Familiarity with Salesforce and QAD or other CRM/ERP systems is advantageous.
• Regulatory Awareness: Experience in a regulated (FDA) environment is preferred.

For US-Based Candidates OnlyWork Authorization Status: Citizen / Permanent Resident For this role, the anticipated base pay range is $60,000-75,000 per year.Plus, eligibility for an annual bonus and equity/RSUs.
Understanding PROCEPT's CultureAt PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to creat