Customer Service Rep III - Medtronic - San Antonio

Job description

ABOUT MEDTRONIC:
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We can accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.

DIABETES BUSINESS DESCRIPTION:
The Diabetes Group at Medtronic is part of Medtronic plc, the global leader in medical technology. We are committed to ongoing breakthrough developments in leading-edge technology, unrivaled service and support, and uncompromising leadership. Medtronic is working with the global community to change the way people manage diabetes. Together, we will transform diabetes care by expanding access, integrating care and improving outcomes, so people with diabetes can enjoy greater freedom and better health.

POSITION DESCRIPTION:
This position is responsible for providing technical and customer service support or by trouble shooting technical issues, educating patients on our therapy management products, and handling escalated customer calls/inquiries.
______________________________________________________________________
POSITION RESPONSIBILITIES:
• Provide customer service and technical support for customers with an issue or questions about their diabetes therapy device (insulin pump) or related diabetes therapy products.
• Conduct follow up calls with customers and research issues off line as needed.
• Accurately and concisely document customer feedback and any troubleshooting completed during each call.
• Meet or exceed key performance and productivity such as quality, courtesy, expertise, schedule adherence and other metrics as defined by management.

PHYSICAL JOB REQUIREMENTS:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.
• Extended periods of time doing computer-based work.

EEO STATEMENT:
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.

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Desired profile

BASIC QUALIFICATIONS:
• High School Diploma or GED Certificate with 2 years of direct customer service work experience OR Associates Degree and 1year of direct customer service work experience
* Must have at least 6 months experience as a Medtronic HelpLine contractor.
______________________________________________________________
DESIRED/PREFERRED QUALIFICATIONS:
• Ability to multi-task in a fast paced environment.
• Experience with interpersonal interactions with customers
• Experience in using a computer and multiple software programs
• High volume call center experience (40 calls a day on average per rep) in a technical troubleshooting helpdesk role.
• Ability to use multiple software programs and navigate through multiple screens and programs at the same time.
• Ability to read and follow flow diagrams and previous experience working with decision trees.
• Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues beyond expectations even during difficult customer interactions
• Ability to receive and provide feedback in positive manner, utilizing it to foster strong relationships
• Experience documenting calls by typing on a keyboard while speaking to a customer on the phone.
• Experience with customer resolution according to department protocols and requirements.
• Compliance to instructions and protocols when dealing with unfamiliar or unusual customer issues.
• Strong written and verbal communication skills.
• Intermediate level of math skill is required to assist customers with their vital statistics and issue resolution.
• Experience using SAP to identify customer accounts, set up shipments and research customer history.
• Work experience in the medical device or medical industry.
• Knowledge of Diabetes.

______________________________________________________________________
PHYSICAL JOB REQUIREMENTS:

• The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.
• Extended periods of time doing computer-based work.

EEO STATEMENT:
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees

DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.