Experienced Customer Care Specialist for Virtual Medical Device Support – Delivering Exceptional Service and Solutions

Introduction to blithequark

At blithequark, we are passionate about making a difference in the lives of our customers and patients. As a global medical device manufacturer, we strive to provide innovative solutions that improve healthcare outcomes. Our team is comprised of results-driven individuals who are dedicated to delivering exceptional service and support. We are now seeking a highly skilled and experienced Customer Care Specialist to join our virtual team on an 18-month contract opportunity. This role offers the chance to work independently, develop creative solutions to customer issues, and collaborate with like-minded professionals in a dynamic and professional environment.

Job Overview

As a Customer Care Specialist at blithequark, you will be the customer-facing voice of our organization, providing proactive updates, resolving customer complaints, and ensuring seamless collaboration between internal departments. Your primary goal will be to deliver 100% service level to our customers while adhering to our quality and revenue recognition policies. If you are a self-directed, detail-oriented, and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Develop creative solutions to customer issues in an independent work environment, ensuring timely and effective resolution of customer complaints
• Provide proactive updates on order status to accelerate the billing process, ensuring seamless communication with customers and internal stakeholders
• Determine when hospital requests require escalation, based on complexity or high-priority needs, and collaborate with internal teams to resolve issues efficiently
• Solve customer complaints and document them in our CRM system, ensuring accurate and up-to-date records of customer interactions
• Effectively coordinate collaboration between internal departments, including sales, customer service, and accounts receivable, to ensure provision of 100% service level to customers
• Follow order entry processes and provide proactive updates on order status to accelerate the billing process, ensuring timely and accurate order fulfillment
• Provide phone support for inquiries from sales and healthcare professionals, offering expert guidance and support to resolve customer queries
• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment, fostering a culture of excellence and customer satisfaction
• Provide support beyond standard hours as needed, ensuring that customer needs are met and exceeded in a timely and efficient manner
• Implement and support quality initiatives throughout the branch, contributing to continuous improvement and excellence in customer service
• Perform additional duties as assigned, demonstrating flexibility and adaptability in a fast-paced and dynamic environment

Requirements and Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• 2+ years of experience in customer service or a related field, with a proven track record of delivering exceptional service and support
• High school diploma required, with a college degree preferred
• Clear and concise communication skills, with the ability to articulate complex information in a simple and effective manner
• Drive to dig into the details of customer issues, solving problems proactively and efficiently
• Ability to work flexible hours, as needed to support business needs, including participation in overtime work as required
• Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems, including data analysis tools such as queries and pivot tables
• Preferred experience with SAP and SalesForce, with a willingness to learn and adapt to new systems and technologies

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong problem-solving and analytical skills, with the ability to think critically and creatively
• Ability to work independently and as part of a team, with a strong sense of accountability and responsibility
• Strong attention to detail, with a focus on accuracy and quality in all aspects of work
• Ability to adapt to changing priorities and deadlines, with a flexible and positive attitude
• Strong technical skills, with the ability to learn and adapt to new systems and technologies

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Care Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, designed to equip you with the skills and knowledge needed to succeed in your role
• Ongoing training and development opportunities, including workshops, webinars, and online courses
• Coaching and mentoring from experienced professionals, with a focus on career growth and development
• Opportunities for advancement and career progression, with a range of roles and opportunities available within the organization

Work Environment and Culture

At blithequark, we pride ourselves on our dynamic and professional work environment. As a virtual team member, you will be part of a collaborative and supportive community, with a strong focus on teamwork and communication. Our culture is built on the following values:

• Customer focus, with a commitment to delivering exceptional service and support
• Integrity, with a focus on honesty, transparency, and accountability
• Innovation, with a commitment to continuous improvement and excellence
• Collaboration, with a focus on teamwork and partnership
• Respect, with a commitment to diversity, equity, and inclusion

Compensation and Benefits

At blithequark, we offer a competitive compensation and benefits package, designed to attract and retain top talent. This includes:

• Competitive salary and bonus structure, with opportunities for advancement and career progression
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program, with a focus on retirement savings and planning
• Paid time off and holidays, with a focus on work-life balance and flexibility
• Opportunities for professional development and growth, with a range of training and development opportunities available

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Care Specialist at blithequark, you will be part of a dynamic and professional team, with a focus on innovation, collaboration, and customer satisfaction. With a range of training and development opportunities available, you will have the chance to grow and develop your skills, with opportunities for advancement and career progression. Apply now to join our team and make a difference in the lives of our customers and patients.