Customer Complaints Specialist - Exp In Customer Service or Complaint Intake (Onsite) Urgent Need

Job Summary

The primary responsibilities for this role are:

• Data entry into excel spreadsheet.
• Contact information collection and documentation.
• Document information gathered.
• Able to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
• Ensures compliance with all client policies and procedures.
• Routing the calls to appropriate departments for further assistance.
• In the event multiple departments are involved, take on the task to resolve then call back the customer.
• Make Outbound calls to various customers to verify if field action notifications have been received.
• Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
• Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
• Raise any escalated concerns to the next level of management.

Job Responsibilities

- Data entry into excel spreadsheet.

- Contact information collection and documentation.

- Document information gathered.

- Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.

- Ensures compliance with all client policies and procedures.

- Routing the calls to appropriate departments for further assistance.

- In the event multiple departments are involved, take on the task to resolve then call back the customer.

- Make Outbound calls to various customers to verify if field action notifications have been received.

- Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.

- Maintain detail records of outbound calls such as representative names, titles, disposition of any products.

- Raise any escalated concerns to the next level of management.

Education and Experience

• Associate degree preferred.
• High school degree required.

Knowledge and Skills

• Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred.
• Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.
• Proficiency in Microsoft Office, specifically Word and Excel.
• Strong Verbal Communication skills.
• Self-Motivated.
• Can work with minimal supervision.

Physical Demands

• Sitting for Extended Periods: Remote work often involves sitting at a computer terminal for long hours. This sedentary aspect can impact posture and overall health.
• Computer Use: Using a computer, keyboard, and mouse is a fundamental part of remote work. It’s essential to maintain proper ergonomics to prevent strain or discomfort.
• Communication Tools: Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing. These activities may involve sitting, standing, or moving around.
• Predictable Attendance: Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.
• Noise Levels: The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings.