Customer Complaints Specialist - Exp In Customer Service or Complaint Intake; Onsite

Position

Customer Complaints Specialist - Exp In C

Franklin Lakes, NJ

12 months

40.00

1st Shift (8am-430pm)

Medical Devices Company

Clinical

Senior Level

Contract on W2 (US Citizens or GC Holders or GC EAD or OPT or EAD or CPT)

1st shift M-F, 8 hours/day, 40/week, NO OVERTIME 8am-430pm flexible

Must haves:

• Strong Microsoft Excel/Outlook skills
• Experienced in customer service or complaint intake
• Self-Motivated
• Experience in regulated industry is a plus
• High school degree required.

• Associate degree preferred.
• High school degree required.

The primary responsibilities for this role are:

• Administrative data collection and entry.
• This role is customer facing with internal and external customers. Communication methods consists of physical mailings, phone calls, emails, and conference calls.
• Candidate must have excellent phone ettiquette and email correspondence 50% of time on phone 50% email.
• Training provided.

• Data entry into excel spreadsheet.
• Contact information collection and documentation.
• Document information gathered.
• Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
• Ensures compliance with all client policies and procedures.
• Routing the calls to appropriate departments for further assistance. In the event multiple departments are involved, take on the task to resolve then call back the customer.
• Make Outbound calls to various customers to verify if field action notifications have been received.
ible to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
• Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
• Raise any escalated concerns to the next level of management.
• May perform other duties as required.

• Proficiency in Microsoft Office, specifically Word and Excel
• Strong Verbal Communication skills
• Self-Motivated.
• Can work with minimal supervision.

• Working knowledge of 21 CFR
  820, ISO 13485, and other international standards preferred
• Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.

• Sitting for Extended Periods:
  Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health.
• Computer Use:
  Using a computer, keyboard, and mouse is a fundamental part of remote work. It’s essential to maintain proper ergonomics to prevent strain or discomfort.
• Communication Tools:
  Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around.
• Predictable Attendance:
  Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.
• Noise Levels:
  The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings

Onsite Office Cubical - 5 days per week