Client Solution Specialist - Recruitlink
Salt Lake City, UT
About the Job
Job Summary
The Client Solution Specialist is responsible for managing all customer interactions through various communication channels, ensuring high levels of professionalism and support.&
This role involves resolving customer service requests related to medical devices, managing repairs, and preventive maintenance while adhering to service guidelines and performance metrics.&
The Client Solution Specialist will work with Enterprise Resource Planning systems and troubleshoot biomedical or electro-mechanical devices to deliver excellent customer service.
Key Responsibilities
Manage all incoming contacts, including phone, email, and chat, following service and support guidelines outlined in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements.&
Document interactions in appropriate systems. Handle multiple customer service requests, such as warranty and non-warranty repairs, and preventive maintenance requests, providing the highest level of support professionalism.&
Meet or exceed key performance metrics, including customer satisfaction, 1st call resolution, knowledge base utilization, and Field Sales Satisfaction.&
Use the knowledge base to resolve customer inquiries and develop new solutions to frequently occurring problems.&
Manage Service Requests (RMAs) for customer-returned medical devices, including acquiring Purchase Orders for billable services.
Required Qualifications
High School diploma or GED equivalent.
1-2 years of experience working in a Customer Call Center environment.
1-2 years of experience with Enterprise Resource Planning systems (e.g., Oracle EBS).
1 year of experience in troubleshooting biomedical or electro-mechanical devices.
Strong communication skills and a high degree of initiative.
Fluent in English and French, both verbal and written.
Preferred Qualifications
Associate of Science in Biomedical Technology or a similar field.
2 years of customer service experience.
Source : Recruitlink
