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Customer ServicesBookmark This
Posted: July 13 2016
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DescriptionICU Medical connects patients and caregivers through safe, life-saving, life-enhancing medical devices. We provide clinicians around the world with innovative and cost-effective patient care solutions for unmet clinical needs.
Our products help clinicians improve patient outcomes by minimizing bacterial ingress that can cause bloodstream infections and preventing exposure to infectious diseases or hazardous drugs. Our diverse product line includes needlefree vascular access devices, custom infusion sets, closed system hazardous drug handling devices and systems, advanced sensor catheters, needlefree closed blood sampling systems, and innovative hemodynamic monitoring systems. These clinically-proven innovations are the result of a unique company culture, supported by visionary leaders and resourceful minds, united by the common desire to redefine the limits of patient and healthcare worker safety.
Our company was founded on one simple, yet powerful philosophy - to develop products that make a difference in patient care by helping forge the human and emotional connections that are a vital link between patients and caregivers, enhance the clinical experience, and are the essence of outstanding quality-of-care.
Doc -lopezIn 1984, Dr. George "Doc" Lopez, a practicing internist, tragically lost a patient when an IV line accidentally disconnected. Doc was determined to prevent a tragedy like this from happening again and soon conceived a locking IV device later known as the ClickLock™. The ClickLock opened the door to a new generation of cost-effective clinical innovations focused on enhancing safety at the point of care, including the industry-leading Clave® family of needlefree vascular access devices and the Neutron™ Catheter Patency Device.
Bringing new and innovative medical technologies to a wider range of clinical applications and settings is at the core of who we are and what we do. Today, we continue to explore new markets, shedding light on previously overlooked or accepted clinical threats and hazards. At ICU Medical, we see these clinical challenges as opportunities for innovation and creativity, fueled by our commitment to keeping patients and healthcare workers safe.
ResponsibilitiesResolve customer complaints via phone, email, mail, or social media. Use telephones to reach out to customers and verify account information. Greet customers warmly and ascertain problem or reason for calling. Assist with placement of orders, refunds, or exchanges. PRIMARY RESPONSIBILITIES
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunctions.
Handle product recalls.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.
RequirementsThis customer service representative sample job description can assist in your creating a job application that will attract job candidates who are qualified for the job. Feel free to revise this job description to meet your specific job duties and job requirements.
Customer Service Representative Job Responsibilities:
Serves customers by providing product and service information; resolving product and service problems.
Customer Service Representative Job Duties:
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. You won't always be able to see customers face-to-face, and in many instances (nowadays) you won't even hear a customer's voice!
That doesn't exempt you from understanding some basic principles of behavioral psychology and being able to "read" the customer's current emotional state.
This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.
More importantly though, this skill is essential because you don't want to mis-read a customer and end up losing them due to confusion and miscommunication.