*This position is Remote*
Job Summary
This position is responsible to act as the primary customer service liaison between the customer and the company and lead all efforts required for resolution of highly complex and escalated issues. De-escalate, troubleshoot, plan, coordinate, and execute all activities required to reach resolution as quickly as possible. Pro-actively communicate internally and with the customer in a way demonstrates control over the issue and portrays confidence that a superior solution will be provided to the customer. Negotiate resolutions with clients in the best interest of customer and company alike for advanced problem resolution. Analyze customer issues to identify root causes and identify solutions to prevent or reduce the impact and frequency of subsequent issues. Lead the development of long-term solutions that improve the overall customer experience by identifying and developing new customer service processes and resolution procedures to ensure complete customer satisfaction. Mentor other Case Managers and support technicians.
What you will do
Lead all activities to ensure the resolution of high-level and complex escalations:
Ensure prompt attention to escalation requests.
Work closely with customer, HSPS management, HSPS departments, and Henry Schein to troubleshoot, resolve and determine appropriate resolutions to high-level escalations.
Serve as company liaison to all parties involved in the resolution of high-level escalations.
Ensure customer closure in relation to concerns that arise regarding the escalation issues.
Document appropriately all activities involved with the escalations
Analyze each issue and across multiple issues in order to:
Identify root causes.
Recommend prevention/mitigation measures.
Propose process improvements.
Create meaningful statistical reports for management and present results.
Create detailed customer account information for management as needed and present results.
Mentor and coach other HSPS Representatives and team members with issues as needed.
Proactive in soliciting and reporting product improvement opportunities.
Lead special projects to improve support effectiveness and enhance the customer experience
Qualifications
Must have:
Typically 3 to 5 or more years of increasing responsibility in terms of any applicable professional experience.
Typically a Bachelor's Degree or global equivalent in related discipline.
Intermediate project management, time management, communication, decision making, presentation, human relations and organization skills. Must have strong telephone skills, demonstrated customer service skills, a positive attitude, be detail oriented, and handle stress very well.
Intermediate emotional intelligence, assertiveness, accountability, negotiation, strategic thinking, innovation, network agility, adaptability, and attention to detail.
Advanced product knowledge and experience dealing with escalations is required.
Intermediate knowledge of Microsoft Excel and Microsoft Word for generation of reports, memoranda, and presentations.
Good understanding of industry practices
Proficient with tools, systems, and procedures
Basic planning/organizational skills and techniques
Good decision making, analysis and problem solving skills with ability to multi-task
Good verbal and written communication skills
Good presentation and public speaking skills
Good interpersonal skills
Basic... For full info follow application link.
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasona
bly accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
H
HENRY SCHEIN, INC.
Henry Schein, Inc., a FORTUNE 500® company and a member of the S&P 500® and NASDAQ 100® Indices, is the world's largest provider of health care products and services to office-based dental, animal health and medical practitioners. The Company is a FORTUNE World's Most Admired Company, and ranks first on the FORTUNE list in the Wholesalers: Health Care industry. Henry Schein is also on Ethisphere's list of the World's Most Ethical Companies and FORBES' list of America's Best Employers 2015.
10,000 employees or more
Medical Devices and Supplies