Customer Service Representative - 2nd Shift

Baxter’s products and therapies are on nearly every floor, in almost every hospital worldwide, in clinics and in the home. Baxter’s employees are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.

Our commitment to our mission means we are there when patients and healthcare professionals need us, during the critical moments that matter most!

The Customer Support Rep I provides exceptional customer service in the healthcare industry. We are the primary contact for the renting of Therapy surface products and Movable Medical Equipment, as well as providing support for service employees and capital technical support after hours. All representatives are expected to answer basic questions about products, rental contracts, billing, pricing, inventory availability, and general orders. The Customer Support Rep I is expected to be proficient in all Call Center activities and to maintain customer satisfaction in a demanding and changing medical field environment. The Customer Support Rep I reports to the Customer Support Supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties may be assigned):

• Responsible for creating and maintaining exceptional customer value, employee value, and shareholder value in an environment that is demanding and changing due to customer expectations and product technology.

• Answer basic technical and operational questions and provide information on product features and uses.

• Maintain technical product knowledge to stay on top of updates and changes by continued product training.

• Responsible for the customers in the regions or skills assigned which includes ensuring familiarity with their customer’s business needs and that customer orders are managed with a high level of accuracy, customer service and follow through.

• Identify issues and flag them for timely resolution. These issues may pertain to Call Center processes, service and sales functionality, or customer needs.

• Answer customer questions regarding accessory items, pricing and inventory availability.

• Work with other team members, sales and field service on specific issues with customers through resolution of those issues.

• Should maintain a minimum of a Meets Expectations rating in Monitoring, unless Region associated, then an Exceeds Expectations should be maintained.

• Must maintain a minimum of a Meets Expectations rating on Adherence to Field Service Attendance Policy as well as other individual and team metrics.

Education and experience:

• High school diploma or GED required

• Successful completion of product training and testing required within 60 days of hire

• 2+ years customer service experience preferred.

Qualifications and skills:

• Adapts to new technologies and is comfortable with the Microsoft Office Suite of products including Word, Excel and Outlook

• Ability to communicate effectively with internal and external customers

• Strong written and verbal communication skills required

• Strong analytical and organizational skills required

• High attention to detail required

• A strong individual contributor who can work effectively in a team environment

• Experience working in a healthcare setting preferred

• Schedule flexibility; ability to work weekends and holidays.

• Bilingual in Spanish a plus

• Available shifts: Monday, Tuesday, Thursday, Friday, and Sunday from 3:30pm-12am (midnight) OR Monday, Wednesday, Thursday, Friday, and Sunday from 3:30pm to 12am (midnight)

Physical requirements:

NOTE: The inability to perform any of the following physical requirements does not preclude an applicant from consideration unless, following an individualized analysis, it is determined that the physical requirement is an essential job function, and the applicant is unable to perform such function with or without reasonable accommodation.

• Occasionally stand/walk, reach/work above shoulders, use a telephone, sort/file paperwork, lift/carry/push/pull objects that weigh up to 10 pounds.
• Adherence to appropriate PPE and safety gear requirements as necessary in

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $31,000 to $75,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.