Customer Care Specialist II, San Antonio, TX

Responsibilities

• Compose accurate, prompt and appropriate replies to all customer contacts.
• Enter all contact information into appropriate database(s) in compliance with company and outside regulatory policies.
• Support Claims Specialists and management on escalated customer issues.
• Ensure that all potentially serious incidents are raised to the appropriate levels of managements.
• Process requests for credit, rebill, and returns as needed.
• Research information needed to answer questions and respond appropriately. Identify and coordinate resolution of issues that may negatively affect customer satisfaction.
• Address all contacts in a professional and courteous manner. Proactive support of Key/Focus accounts.
• Investigate requests for credit, rebill and return material authorizations, create and follow-up on related documents such as RMA's, credit and debit memos. Work with business functions to ensure satisfaction, service and sales goals are met.
• Effectively manage communications with internal functions (Sales, Operations, Logistics and other functions) to support customer requests.
• Assist in the development, testing and piloting of new processes and procedures.
• Communicates regularly with management on progress of workload and escalated issues
• Monitor Account Support Mailbox.
• Meet and exceed established claims accuracy standards and turn around times.
• Collaborate with customers to identify value added service and proactively address issues.
• Identify and participate in process improvement efforts.
• Represent the department within Customer Care and supported Business Segments on cross functional teams and activities.
• Participate in other projects and meetings as required.
• Investigate and perform analysis of service complaints and resolve to the satisfaction of the customer within established company guidelines.
• Handle all complaints according to FDA/ISO/cMDR and other regulations governing medical devices and HIPAA regulations.
• Maintain subject matter expertise in products, processes and policies.
• Participate in coaching, mentoring and training activities.
• Provide feedback for revision to department reference material.
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities.

Requirements

• Skilled in the use of personal computers and office software including familiarity with MS Word, Excel, PowerPoint, and Outlook.
• Excellent communication skills (written and verbal).
• Ability to work with and maintain confidential information.
• Ability to resolve potentially stressful customer interactions.
• Excellent organizational skills.
• JDE experience desirable.
• Demonstrated excellence in the continuous handling of meticulous detail.
• Excellent data entry, proofreading, and typing skills.
• All job duties to be performed with minimum supervision.
• Strong team orientation.
• Ability to multi-task
• Continuous and versatile learner
• High School diploma or GED
• (e.g. (#) year's leadership experience in planning, developing, organizing, directing, managing, and evaluating personnel)
• Preferred:
• Working knowledge of Word and Excel
• Proven analytical ability
• 2+ years of business related experience in a customer contact center
• Within the Healthcare or Medical Device industries
• 1 year experience with SAP

Benefits

Additional Information

We are the people who give possibilities purpose BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities. Job Description This position reports in to North America Customer Care under the direction of the Claims Management. This position is responsible for providing post order support to resolve disputes submitted by our customer base. This position works closely with the Claims Management to ensure the department's stated goals and quality standards are achieved through continuous improvement and efficiency gains opportunities. Provides levels of claims support that meet or exceed all internal and external customer expectations through effective use of contact handling skills and techniques. Subject Matter Expert in product, system, process and policies. Responsible for meeting business objectives and targets as defined for this position.

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