Job Information
Verathon, Inc. Customer Care Specialist in Bothell, Washington
Customer Care Specialist Location US-Remote ID 2024-1192 Category Customer Care/Customer Service Position Type Full-Time Work Model Remote (Non-Local) Company Overview Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The company's BladderScan portable ultrasound and GlideScope video laryngoscopy & bronchoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, USA and has international subsidiaries in Canada, Europe and Asia Pacific. For more information, please visit www.verathon.com. Overview Verathon is looking for a Customer Care Specialist to become the newest member of our Customer Care Team located in Bothell, WA. The Customer Care Specialist is responsible for providing total customer care by promoting and maintaining positive customer relations. This role is 100% remote*, based out of our Headquarters in Bothell, WA. You must be available to work shifts during our Support Center hours of Monday - Friday, 6 am - 4 pm, Pacific Time -- no night or weekend shifts. *This role is open to remote candidates from all U.S. states with the exception of AK, DE, ND, VT, and WY. Responsibilities Respond to calls and request for products, training, general information, and moderate level technical support issues Process customer orders efficiently Maintenance and update of databases including customer access to ScanPoint Issue return authorizations (RA's) for repairs and credits under company guidelines Research customer's accounts receivable issues and assist in resolution Troubleshoot equipment and software problems including assisting customers with Windows applications Aptitude to recognize and respond to software errors including server issues, permissions setting, drivers, wireless technology, and unit specific error codes Provide follow up calls to customers for orders and repair approvals Phone and email-based troubleshooting of medical devices and software Promote additional revenue by suggestive sale Ability to provide back up support for some duties of Customer Care Sales Support position as needed Maintain logs, records, and files manually and electronically. Qualifications Associates degree or equivalent experience 3+ years of direct customer service experience and a desire and ability to serve customers Experience with receiving and making calls in a call center or high-volume office environment Ability to perform and thrive in a continual learning environment Ability and desire to learn and understand FDA and HIPAA regulations to ensure compliance while troubleshooting Aptitude and desire to assist customers with support issues such as permissions setting, drivers, error codes, server issues Ability and desire to learn relevant clinical and diagnostic information Intermediate understanding of Windows OS, web-based software products and wireless technology Prior experience in solving customer and work-related problems Knowledge of customer service databases Salary range - $19.00 - $26.00 per hour (Compensation will vary based on skills, experience and location. The salary range for this position will vary depending on the specific hiring location.) Full-time non-sales employees are eligible for Verathon's annual bonus plan based on company and