Experienced Customer Care Specialist for Virtual Medical Device Support – Delivering Exceptional Service and Solutions

Welcome to blithequark

At blithequark, we are passionate about making a difference in the lives of our customers and patients. As a global medical device manufacturer, we are committed to delivering innovative solutions that improve healthcare outcomes. Our team is dedicated to providing exceptional service, and we are seeking a talented Customer Care Specialist to join our virtual team. In this role, you will have the opportunity to work independently, develop creative solutions to customer issues, and collaborate with cross-functional teams to ensure seamless service delivery.

About the Role

We are looking for a highly motivated and customer-focused individual to fill an 18-month contract position as a Customer Care Specialist. As the customer-facing voice of blithequark, you will be responsible for providing proactive updates on order status, resolving customer complaints, and coordinating collaboration between internal departments to ensure 100% service level to our customers. If you are a self-directed, detail-oriented, and results-driven professional with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Develop creative solutions to customer issues in an independent work environment, ensuring timely and effective resolution of customer complaints
• Provide proactive updates on order status to accelerate the billing process, ensuring seamless communication with customers and internal stakeholders
• Determine when hospital requests require escalation, based on complexity or high-priority needs, and collaborate with internal teams to ensure prompt resolution
• Solve customer complaints and document them in the CRM system, maintaining accurate records and ensuring continuous improvement of our customer service processes
• Effectively coordinate collaboration between internal departments (sales, customer service, and accounts receivable) to ensure 100% service level to customers, while adhering to company quality and revenue recognition policies
• Follow order entry processes and provide proactive updates on order status to accelerate the billing process, ensuring efficient and timely delivery of our products and services
• Provide phone support for inquiries from sales and healthcare professionals, offering expert guidance and support to our customers and stakeholders
• Consistently demonstrate a positive, constructive, and cooperative attitude in the business environment, fostering a culture of excellence and collaboration within our virtual team
• Provide support beyond standard hours as needed, ensuring that our customers receive timely and effective support whenever they need it
• Implement and support quality initiatives throughout the branch, contributing to the continuous improvement of our customer service processes and overall business operations
• Perform additional duties as assigned, demonstrating flexibility and adaptability in a fast-paced and dynamic environment

Requirements

To be successful in this role, you will need:

• 2+ years of experience in customer-facing roles, preferably in the medical device or healthcare industry
• High school diploma or equivalent required; college degree preferred
• Clear and concise communication skills, with the ability to effectively articulate complex information to customers and internal stakeholders
• Drive to dig into the details of customer issues, proactively solving problems and delivering creative solutions
• Ability to work flexible hours, as needed to support business needs, including overtime and extended hours as required
• Demonstrated proficiency in MS Excel, Word, Access, Outlook, and ERP systems, including data analysis tools such as queries and pivot tables
• Preferred experience with SAP and Salesforce, or similar customer relationship management systems

Skills and Competencies

To excel in this role, you will need to possess:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, internal stakeholders, and cross-functional teams
• Strong problem-solving and analytical skills, with the ability to proactively identify and resolve customer issues
• Ability to work independently in a virtual environment, with minimal supervision and direction
• Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Ability to adapt to changing priorities and deadlines, demonstrating flexibility and resilience in a fast-paced and dynamic environment
• Strong technical skills, with the ability to quickly learn and adapt to new systems and technologies

Career Growth and Development

At blithequark, we are committed to the growth and development of our employees. As a Customer Care Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, designed to equip you with the skills and knowledge needed to succeed in your role
• Ongoing training and development programs, focused on customer service, communication, and technical skills
• Opportunities for career advancement, including promotions and lateral moves within the company
• Access to mentorship and coaching, providing guidance and support to help you achieve your career goals

Work Environment and Culture

At blithequark, we pride ourselves on our collaborative and professional work environment. As a virtual team member, you will be part of a dynamic and supportive community, with opportunities to connect with colleagues and stakeholders across the globe. Our culture is built on a foundation of:

• Respect and empathy, with a focus on delivering exceptional customer service and support
• Integrity and transparency, with a commitment to ethical business practices and open communication
• Innovation and creativity, with a focus on developing new solutions and improving existing processes
• Collaboration and teamwork, with a emphasis on building strong relationships and achieving common goals

Compensation and Benefits

At blithequark, we offer a competitive compensation and benefits package, designed to attract and retain top talent. As a Customer Care Specialist, you can expect:

• Competitive hourly rate, with opportunities for overtime and bonuses
• Comprehensive benefits package, including medical, dental, and vision coverage
• 401(k) or retirement savings plan, with company match
• Paid time off and holidays, with opportunities for flexible scheduling and work-life balance
• Access to employee assistance programs, including mental health support and wellness initiatives

Conclusion

If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. As a Customer Care Specialist at blithequark, you will be part of a dynamic and supportive team, with opportunities for growth and development in a fast-paced and innovative environment. Don't miss out on this chance to make a difference in the lives of our customers and patients – apply today!