Team Lead overseeing customer care support for Cotality's property intelligence services. Responsible for coaching and training team members while handling escalations in customer support.
About the role
- Senior Service Support Representative providing outstanding customer support for Thermo Fisher Scientific instruments. Collaborating with internal teams and ensuring efficient resolution of service-related issues.
Responsibilities
- Provide customer support for Thermo Fisher Scientific instruments by answering customer inquiries
- Provide customer support by using all available resources, and escalate issues or problems when warranted
- Work collaboratively with internal teams, including sales, field, and product development, to provide support for instrument service, ensuring efficient resolution of service-related issues
- Participate in frequent training on instruments and continuing education on new technologies to remain at the cutting edge of scientific knowledge
- Accurately record pertinent information from the customer contacts in our Customer Management system
- Recommend changes to knowledge databases, website, and other company-managed databases of technical information
- Proactively identify opportunities for process enhancements and implement improvements to enhance service quality and customer experience
- Contribute to team meetings
- Participate in additional special team or individual projects
- May be required to perform other related duties as opportunities arise
- Collect sales leads on incoming calls and emails.
Requirements
- Minimum of a B.S. or B.A in Life Sciences, Business or a similar field is required
- 2+ years
- Prior experience in customer service or a customer-facing role is a plus
- Strong written and verbal communication skills
- Critical thinking & problem solving experience
- Proficiency in computer applications, including spreadsheets, databases, word processing, and internet usage
- Proven ability to quickly learn and understand new technical information
- Strong verbal and written communication skills with customers and colleagues
- Ability to prioritize effectively
- Excellent problem-solving and critical thinking capabilities
- Customer-focused attitude and strong teammate
Benefits
- 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
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