Customer Care Representative

Customer Care Representative:

The Customer Care Representative’s (CCR) primary role is to manage inbound calls and emails providing support to Account Managers and Customers based on an assigned geographic area. The CCR is responsible for working with cross functional groups to ensure repair orders are processed accurately and timely as well as resolving Customer inquiries related to repair order transactions. 
 

This is a hybrid role after training. The team meets onsite at our Birmingham, AL office on Tuesday and Wednesday. Monday Thursday and Friday are worked remotely.

What You Will Do as a Customer Care Representative:

• Professionally handle incoming requests from Customers, including service request creation and credit card processing, ensuring that all tasks are performed, and issues are resolved both promptly and thoroughly
• Accurately and efficiently record Customer purchase order data into Oracle; orders are received via phone, fax or email
• Email repair order estimates per Customer request and perform order management review ensuring all estimates are emailed per department guidelines
• Process repair estimate approvals/rejections to the appropriate repair facility
• Confirm order sell price is in compliance with GPO contract price
• Investigate status checks, proof of delivery and invoice inquiries providing Customer with up-to-date information
• Facilitate cross functional communications to ensure proper account setup, to ensure orders are shipped to meet Customer requirements
• Utilize available resources to update or increase knowledge on products, systems, procedures, and Corporate initiatives
• Research and document Customer complaints into quality system ensuring that all relevant facts and data are captured; escalate issue based on severity of complaint
• Manage calls and emails via multiple queues
• Other duties as assigned

The Experience, Skills, and Abilities Needed:

• High school diploma or GED, and 5+ years of business experience
• Associate’s degree, and 3+ years of business experience
• Bachelor’s degree, and 1+ years of business experience
• Direct contact with Customers and sales preferred

• Strong decision-making skills; understands how decisions impact the Customer and the Company
• Strong analytical and problem-solving capabilities
• Must demonstrate a high level of professionalism and integrity
• Excellent communication skills – written, verbal and presentation
• Ability to handle multiple demands from many people and prioritize effectively
• Ability to maintain composure under pressure and demonstrate a “can do” attitude
• Able to work well within a Team

What STERIS Offers:

We value our employees and are committed to providing a comprehensive benefits package that supports your health, well-being and financial future.

Here is a brief overview of what we offer:

• Market Competitive Pay
• Extensive Paid Time Off and (9) added Holidays
• Excellent Healthcare, Dental and Vision Benefits
• Long/Short Term Disability Coverage
• 401(k) with a company match
• Maternity and Paternity Leave
• Additional add-on benefits/discounts for programs such as Pet Insurance
• Tuition Reimbursement and continued education programs
• Excellent opportunities for advancement in a stable long-term career

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