Overview

Description:  Representing our client, a Fortune 100 Medical Device manufacturer, you’ll act as a primary point of contact for hospital customers regarding urgent product recalls and the corrective actions required to ensure patient safety.

Key responsibilities include:

·         Ensure customers assigned to you are aware of the product recall and take the necessary actions required.
·         Build rapport with customers by communicating you are there to help them through the process, resolve any issues, and make sure nothing falls through the cracks.
·         Accurately document customer records, including names, titles, contact info, dates and details of all conversations, status of recall forms, and any replacement parts needed.
·         Meet or exceed required number of customers called per hour and per day.

A “day in the life” — On any given day, you might:

·         Make 40-50 phone calls* to customers, as well as receive returned calls and messages. Accurately document and update 35+ records in our CRM database with who you spoke with, details of the conversation, phone and email info, replacement parts that need to be ordered, and next steps.
·         Communicate with team leads at Signature regarding specific customers and documentation of records.
·         Collaborate with various client contacts, including salespeople responsible for specific customers.
·         Check your activity against targeted metrics at the end of the day to make sure you’re hitting calls per day goals.
·         Participate in a team call with all Customer Advocates working on the project.

*Note: We will be using a software application for dialing to speed up the process and eliminate manual dialing.

We are looking for people who:

·         Are “overly” responsible, don’t like things left undone, and take full accountability and pride in the quality of their work.
·         Truly enjoy helping others and being of service.
·         Are fast learners and can search and find information on the internet and in our systems quickly.
·         Can balance excellent service and thorough documentation with the requirement for a high volume of calls.
·         Excellent written and verbal communication skills (including grammar and spelling).
·         Minimum of 2 years business experience, preferably in phone-based customer service and/or healthcare.
·         Strong computer skills

 

Requirements:

·         Must be able to pass a background check and drug test required by our client.
·         Available to work a minimum of 30 hours/week, ideally 35, Monday through Friday, starting sometime in March (depends on client timeline)
·         Show proof internet speed is “very fast” (google “Internet speed test”, click on Run Speed Test, take screen print of results)
·         Quiet, dedicated home workspace
·         Have computer headphones with USB connector

What’s in it for you?

·         Supportive work environment with fun team of people.
·         Meaningful work, knowing you are helping ensure patients in hospitals get safe, quality care.
·         Experience working with a Fortune 100 company in the healthcare space.

Other important info:

·         1099 / contractor position
·         Starting out at $17.50/hour
·         Potential of being a two year project

 

About Signature:

We help clients in the healthcare space improve new client acquisition and customer retention through a variety of outbound outreach services. We’ve been working with this Fortune 100 client since 2006 and are at the top of their preferred vendor list for these types of services.

 

Qualifications