Customer Care Representative II-Service

Working Location: MINNESOTA, BROOKLYN PARK; PENNSYLVANIA, CENTER VALLEY 

Workplace Flexibility: Hybrid

Are you looking for a company that cares about people’s lives and health, including yours? Let’s inspire healthier lives, together.

 

Olympus, a leading medical technology company, has focused on making people’s lives better for over 100 years.

Our Purpose is to make people’s lives healthier, safer, and more fulfilling.

 

Our Core Values are reflected in all we do: Integrity – Empathy – Agility – Unity – Long-Term View

 

We deliver on our purpose and our core values by staying True to Life.

Job Description

The Customer Care Representative (CCR) Level II-Service will oversee the processing of customer Repair orders and respond promptly to customer requirements, inquiries and requests. To provide an exceptional level of customer service by answering “inbound” calls quickly and efficiently to achieve the most optimal level of satisfaction to our customers.  To represent Olympus in a professional and helpful manner by supporting telephone conversations with effective communication skills.  To continually maintain and expand personal understanding of order entry/inquiry/financial systems procedures and application.  To operate within the policy and procedure guidelines.

Job Duties

• Effectively manage the inflow of telephone contact to maintain optimal service of customers’ needs and request. 
• Effectively adhere to and utilize company and division policies and procedures to assist with problem resolution. Strictly adhere to all processes and regulations relating to Customer Complaints.
• Function as the primary contact for Customer Service-related issues relating to service repair. Successfully execute customer complaints, RMAs, Loaners, Advanced Replacements, etc. Communicate with other groups in the organization (Field Service,TAC, Customer Solutions, Marketing) when it comes to the execution, tracking and processing of said order.
• To maintain and place priority on ongoing “Continuous Improvement Plan”.
• Timely entry into ERP/CRM/Repair systems Repair orders which may require verification of payment terms, address accuracy, Model/Serial numbers, PO#,. Process RMAs, Loaners, Advanced Replacement, obtaining and retaining all back up documentation and approvals.
• Respond to inquiries regarding the status of repair orders, product serviceability, and delivery and tracking information. Primary point of contact for communication with customers, Natonal Service Centers, technical services group, corporate credit and warehouse to gain resolution and/or clarification on various issues pertaining to customer accounts/orders. 
• Ensure customer account issues are dealt with efficiently and issues requiring escalation are routed to the proper management channel.
• Ability to problem solve and make decisions and to interact with internal and external customers of all levels.
• Perform other related duties and/or work as assigned.

Job Qualifications

Required:

• High School Diploma or equivalent required; Associate degree preferred.
• Minium of 2 to 3 years' experience in Customer Service required.

 

Preferred:

• Demonstrates strong organizational skills.
• Strong propensity to multi-task.
• Extremely detail oriented.
• Motivated, results oriented and persistent.
• Proactive/takes initiative.
• Maintains a positive attitude and works well within a team environment.
• Handles stressful situations in a fast paced environment.
• Effectively prioritizes workload/time management.
• Excellent verbal and written communication/customer service skills.
• This is a hybrid role and you must be okay with this type of schedule.

#LI-Hybrid

Why join Olympus?

Here, people matter—our health, our happiness, and our lives.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive Medical, Dental, Visions coverage effective on start date
• 24/7 Employee Assistance Program
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• 12 Paid Holidays
• Educational Assistance
• Parental Leave and Adoption Assistance
• Volunteering and charitable donation match programs
• Diversity & Inclusion Programs including Colleague Affinity Networks
• On-Site Child Daycare, Café, Fitness Center**

*US Only

**Limited locations

 

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our bene