Client Services Representative

1 year contract (full time hours) Located in Salt Lake City, UT $20/hr (entry level) Onsite Essential Duties & Responsibilities • Manage all incoming contacts (phone, email, chat, etc.) per service and support guidelines detailed in process flows, Standard Operating Procedures, Customer Service Level Agreements, and departmental Operating Level Agreements. Document interactions in appropriate systems. • Create and manage multiple types of customer service requests, including warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism. • Meet or exceed key performance metrics of customer satisfaction, 1st call resolution, knowledge base utilization and Field Sales Satisfaction. • Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems. • Manage Service Requests (RMAs) for customer-returning medical devices, including acquiring Purchase Orders for billable services. Knowledge, Skills & Qualifications • Experience with working in a Customer Call Center environment (1-2 years) • Experience with using Enterprise Resource Planning systems (i.e., Oracle EBS) (1-2 years) • Experience in troubleshooting biomedical or electro-mechanical devices (1 year) A high degree of initiative and extremely strong communication skills • Fluent in English/French for both verbal and written communication Education and Experience • High School diploma or GED equivalent • Associate of Science in Biomedical Technology or similar preferred • 1 year minimum, 2 preferred Minimum Qualifications • Must be at least 18 years of age