Customer Service Representative II

Customer Care Representative

A Customer Care Representative interacts with customers, sales associates and internal/external contacts via inbound phone calls and emails. We provide our customers with information to address requests regarding products and services and to provide solutions to any issues.

Representatives need to take the initiative to troubleshoot and assist our customers with all requests and/or issues that arise.

Our representatives provide outstanding customer service in this fast-paced environment, promptly and accurately when responding to all requests.

A Day In The Life

• Provide professional communication via phone and email to our customers and internal support teams.
• Use sales order entry system, website and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions as well as returns and cancellations).
• Accountable for resolving customer complaints (first call resolution) and escalates issues as appropriate.
• Answers product or service inquiries, troubleshoots and supports our customers in facilitating communication for technical assistance as required.
• Works with other departments within Thermo Fisher Scientific to find solutions for both internal and external customers.
• Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT) and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity.
• Follows established service quality standards and meets order and inquiry processing time and maintains a high level of order accuracy.
• Stays abreast of new processes and initiatives within the company through training updates and coaching.
• Demonstrates our 4-I values – Intensity, Integrity, Innovation and Involvement.

Keys To Success

Education

• High school diploma or equivalent required.

Experience

• Demonstrate proven understanding of personal computer applications such as Microsoft Outlook, Word, Excel and other programs.
• 2+ years of related customer service experience preferred.
• Prior experience working in Oracle JD Edwards Enterprise One Software and SAP Software preferred.
• Displays a customer service orientation.

Knowledge, Skills, Abilities

• Excellent interpersonal skills/friendly, outgoing personality and enjoys assisting others.
• Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
• This position requires repetitive typing, considerable interaction on the telephone and regular viewing of computer monitors.
• Proactive problem solving and decision-making.
• Demonstrate judgment, tact, and subtlety in looking after customers as well as the ability to handle confidential and/or proprietary information.
• Demonstrates attention to detail and quality.
• Organizational, time management and ability to multi-task in order to meet customer commitments in a fast-paced environment.
• Ability to learn and apply new information.
• Works independently and demonstrates resourcefulness.

The hourly pay range estimated for this position based in New York is $14.41–$21.61.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount