Associate Customer Service

The Opportunity

This position works out of our Arecibo location in the CRM division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

Shift: 8 am- 5pm. Monday to Friday.

As an Associate Customer Service you will be responsible for support of customers by providing customers accurate and timely patient device registrations, and proper information and assistance necessary in order to maintain good customer relations.

What You’ll Do

Perform pro- active follow - up calls to sales representatives / complaints to obtain implant information, purchase order numbers and device tracking information in order to ensure correct inventory records, and the billing of all devices in a timely manner. Verify and process purchases, and/or coordinate the distribution of generators, leads, instruments and accessories to hospitals and/ or to sales representatives as appropriate. Research and resolve any problem with orders received. Correct the order as necessary, and release for ID patient processing Research and prepare billing corrections when required, to ensure proper billing and correct commission payments on all devices. Resolve and/ or facilitate resolution of problems, including identifying causes to prevent re- occurrence Monitor "Use- Before- Date" of all sterilized inventory and works with sales representatives and management to minimize losses due to expiration. Support all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements, cooperative communications and collaboration with all levels of employees, customers. contractors, and vendors. Responsible for compliance with applicable Corporate and Divisional Policies, and performing other duties as assigned by management. Patient Registration: Timely and accurate entry of patient registration information, including performing follow up on missing information or requesting clarification for conflicting information.

Required Qualifications

High School diploma. Associate degree preferred. 2+ years of experience in a customer service or data entry in healthcare environment. 2+ years of experience in the biotech, bio instruments, pharma or medical devices industries is preferred. Fluent in English (conversational). Demonstrated competence in English spelling, grammar and punctuation, including the ability to successfully pass a reading comprehension pre-employment examination. Demonstrated the organizational skills, attentiveness to detail, ability to work under general supervision and the ability to handle multiple projects simultaneously. Demonstrated interpersonal skills attentiveness to detail, including the ability to listen, resolve problems, deal with unresolved issues, delays and unexpected events, while effectively communicating and maintaining rapport with sales representatives and customers. Must possess demonstrated keyboard and personal computer skills (experience with SAP, Microsoft Office including Excel, Word or equivalent applications required). Ability to manage multiple tasks.

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