Customer Support Specialist - IMCS Group Inc
Salt Lake City, UT 84123
About the Job
Customer Support Specialist
IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs. IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical. We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.
Job Reference Number: HSPJP00006391
Location: Salt Lake City, UT 84123
Job Type: Contract
Responsibilities:
IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs. IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical. We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.
Job Reference Number: HSPJP00006391
Location: Salt Lake City, UT 84123
Job Type: Contract
Responsibilities:
- Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements. Document interactions in appropriate systems.
- Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.
- Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction.
- Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.
- Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services.
Qualifications /Skills :
- Experience with working in a Customer Call Center environment (1-2 years)
- Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years)
- Experience in troubleshooting biomedical or electro-mechanical devices (1 year)
- A high degree of initiative and extremely strong communication skills
- Fluent in English/French for both verbal and written communication
- High School diploma or GED equivalent
- Associate of Science in Biomedical Technology or similar preferred
- 1 year minimum, 2 years preferred
Salary Range: $ 18 - $20.5 per hour on W2
**The above pay range represents the expected salary range for this job requisition. In determining your pay, we'll consider your location, experience, and other job-related factors.
Schedule: 8:00 AM - 4:30 PM (Mountain Time)
Safety:
Vaccination against COVID-19 may be a requirement for this job in compliance with current client and governmental policies. An IMCS Group recruiter will confirm and share more details with you during the interview process.
IMCS Group is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. IMCS Group is committed to maintaining an inclusive workforce, where employees are hired, retained, compensated, and promoted based on their contributions to our Company.
Source : IMCS Group Inc
