About Us
Position overview:
This position reports to the Director, Customer Care. The position is responsible for managing customer support needs in a 24/7 support environment.
JOB / DUTIES / RESPONSIBILITIES (Listed in order of importance)
- Direct team of Customer Service Representatives responsible for 24/7 product support.
- Communicate customer complaints to appropriate departments in conjunction with FDA reporting guidelines.
- Manage scheduling and support needs in order to proactively respond to customer needs.
- Work closely with Clinical Specialists to ensure training is complete and effective.
- Other duties as assigned.
JOB QUALIFICATIONS
Requirements
Knowledge / Education
- 5 years working in the design and implementation of systems within a call center environment, preferably diabetes related.
- An extensive knowledge on how medical device call centers function including hardware infrastructure (phone, computer, internet), order processing (order entry and order management), product technical support and call center driven reporting requirements (regulated environment).
- Prior experience working in a large, complex call center with a background in the design and implementation of call center projects.
- Expert knowledge of diabetes and diabetes therapies.
- A Bachelors degree in a related field is preferred but not required.
Skills / Competencies
- Experience dealing directly with people with diabetes.
- Ability to work within cross functional teams.
- Excellent planning and implementation skills.
- Ability to function in a fast-paced start-up environment.
Physical Requirements
- Verbal and auditory acuity sufficient to respond to customer support queries via phone and email.
