Valeant Pharmaceuticals

Call Center Representative II

US-MO-St Louis
Job ID
9231
Category
Sales
Pos. Type
Full Time

Overview

Call Center Representative II has met the requirements of a Call Center Representative I, is fully trained and can proficiently perform duties associated with all of the following functional areas below and/or has three+ years’ working experience in the functional areas below:

 

  • Customer Service
  • Billing
  • Field Service Scheduling and Dispatching
  • Service Administration

Responsibilities

Customer Service:

  • Manage & route all incoming calls and written requests Domestic & International in a professional manner as outlined in the Customer Service standards.
  • Analyse and provide problem resolution to Customers, International Affiliates, and internal personnel at all levels of the organization
  • Prepare Quotes and obtain applicable written approvals for service and part orders

 

Billing:

  • Provide information related to billing & repair status, service history, inventory inquires, warranty and agreement information. Perform research as necessary.
  • Resolve billing discrepancies with customers, sales reps, and credit/collections.
  • Perform complex service order billing of field repairs, depot repairs, 3rd party repair services, material stock requests, and order management orders for domestic and international customers. 
  • Review invoices for accuracy, resolve billing discrepancies, perform credit/rebills, maintain & file service device history records.
  • Assist Corporate credit analyst to resolve aged invoices.

 

Field Service Scheduling and Dispatching:

  • Create and Update Cases and Service orders for Field and Depot services. Capture & record detailed Product failure information for reporting Product Complaints appropriately
  • Dispatch and coordinate service events with Field Engineers and 3rd party Field Service Providers. Manage and monitor FE’s calendars and dispatch board.
  • Perform cost effective & independent decisions to schedule, prepare, and execute service events related to Capital equipment installations, upgrades, relocations, preventative maintenance and other service repairs as needed.
  • Review 3rd party service invoices and approve for payment.

 

Service Administration:

  • Enter in system material requisitions and OM orders (domestic & international) to process part requests, loaner requests, & international freight charges. Ensure applicable pricing, inventory availability, and correct warranties/service agreements are applied.
  • Coordinate International shipments with International Logistics group & assist with preparing customs documentation for shipment.
  • Create and maintain required spread sheets
  • Enter/Update/Correct Service Installation records that manages and tracks Equipment product ID’s, serial numbers, hardware/software revisions, and warranty information shipped/sold to Customers and all B&L owned equipment. Manage files related to this activity.
  • Update Customer related information in device relationship management system (currently Axeda), which tracks and records serialized equipment performance. Create and maintain required spread sheets
  • Monitor & follow-up with Customers, Sales Reps, and FSE's on equipment returns to ensure timely receipt to fulfil Complaint evaluations.

 

Additional Responsibilities include:

  • Person MUST treat others with respect, demonstrate a positive can do approach, and be willing to work in whatever area is assigned.
  • Remain open to change and support and assist projects when needed.
  • Provide any data and/or reports to Manager as requested.
  • Maintain a clean, neat, and orderly work area.
  • Perform additional job duties as assigned

 

 

 

Qualifications

Required Education:

 

High School diploma or GED required.

 

Preferred Education:

 

Associate or Bachelor Degree in Business Administration

 

Preferred Skills/Qualifications:

 

  • Excellent phone & written communication skills at various business levels. Proficient with Microsoft Outlook and Microsoft Office. 
  • Ability to make sound cost effective decisions independently.
  • Ability to prioritize and multi-task in a fast pace customer service team oriented environment.
  • Experience in Service related order entry and billing with an inventory background.
  • Self-starter with ability to work independently.

 

Required Experience:

 

3 or more years’ experience in Customer Service, Billing Administration, and related experience as a Dispatcher. 

 

Preferred Experience:

 

Prior experience in a Service organization (Medical) preferable.

 

Specialized Training:

 

Spanish skills preferable (written and verbal)

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