Customer Service Representative II - NMPH

We anticipate the application window for this opening will close on - 25 Nov 2024

 

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.

A Day in the Life

Careers that Change Lives

The Customer Service Representative II - NMPH (Neuromodulation and Pelvic Health) provides device education and product support for technical and non-technical aspects of Neuromodulation products for Deep Brain Stimulation, Spinal Cord Stimulation, Targeted Drug Delivery, and/or Pelvic Health therapies.

The Customer Service Representative II provides this comprehensive information to patients via telephone or written communications. The Customer Service Representative II is responsible for documenting all customer contacts and potential complaints for trending and FDA reporting.

This role is open to remote within the US.

A Day in the Life

Responsibilities may include the following and other duties may be assigned:

• Represents company to external and internal customers, answering product-related questions, and when necessary, may connect customers to appropriate support or field staff.

• Works to deliver day-to-day objectives with direct impact on achievement of results, including adherence to service levels and customer satisfaction implications.

• Responsible for providing contact center support as defined by the weekly staffing schedule.

• Requires full job knowledge of systems and procedures obtained through prior work experience or training.

• Provides accurate technical and non-technical information aligned with labeling.

• Communicates information accurately and in a compassionate manner demonstrating patience, clarity, and empathy with customers.

• Documents all customer contacts utilizing the current procedures & work instructions for data collection and reporting, including identifying quality assurance complaints.

• Checks and makes minor adjustments to work methods to solve problems that are routine and typically exist in current work processes and systems.

• May be required to highlight areas of concern and work with management to put forth solutions.

• Adheres to HIPPA and applicable privacy laws and regulations.

• Must complete all required trainings on time.

• Travel: Up to 25% (travel may be required for product training)

Qualifications

Must Have: Minimum Requirements

• 2 years of relevant customer service experience.

Nice to Have

• Advanced verbal and written communication skills

• Customer service over-the-phone soft skills

• Contact Center or Technical Services experience

• Analytical/problem solving skills/experience

• Time management skills

• Neurological anatomy and physiology knowledge

• Medical Device product knowledge

• Clinic and/or hospital experience

• Demonstrated ability to utilize a computer and telephone efficiently (e.g. Microsoft Office, Outlook, MS Teams, Five9, etc.)

Physical Job Requirements

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position. 

The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.

Benefits & Compensation
 

Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.  We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
 

Salary ranges for U.S (excl. PR) locations (USD):$34,800.00 - $52,200.00

This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).

Medtronic benefits and compensation plans

About Medtronic

We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people. 
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.

Learn more about our business, mission, and our commitment to diversity here.

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

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