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Customer Service Administrator

San Diego, CA, United States

Here at Hologic, it is our purpose to enable healthier lives everywhere, every day. We are driven by our passion to become the global champion for women’s health. We achieve this by fulfilling our promise to bring The Science of Sure to life. Our Breast & Skeletal Health Service and Support team is looking for a skilled Customer Service Administrator in San Diego, CA.

Essential Duties & Responsibilities:

• Manages internal and external customer communication via phone, email, and Salesforce

• Fields incoming calls through our contact center. Inquiries include but are not limited to preventative maintenance, scheduling, service history, contracts, invoicing, order status, part availability, and pricing.

• Dispatches field engineers for customer-requested service actions.

• Reviews, updates, and closes service calls in Oracle / Salesforce.

• Manages the part order-to-delivery process through accurate order entry and provides detailed/proactive communication to customers

• Meets departmental and divisional goals and partners with team to identify opportunities to improve the customer experience

• Processes required FDA paperwork from Field Engineers.

• Process Returns/RMAs.

• Resolves customer issues with care and urgency. Escalates when needed.

• Work with team to participate in changes needed to transition into a cross-divisional business model.

• Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the basic knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to remain composed and act professionally during high-pressure situations.

• Ability to cooperate with others and help coordinate work assignments with field engineers to achieve team goals.

• Must be able to efficiently handle phones and use customer-oriented telephone etiquette to get information.

• Must speak clearly, be attentive, and actively listen to customer needs and record information accurately.

• Excellent communication skills, both oral and written.

• Ability to maintain well organized files and work area.

• Flexibility and adaptability to changes based on business and customer needs.

• Comfortable with data, reviewing, researching, and updating in the event it is inaccurate.

• Perform work in a meticulous and thorough manner while paying close attention to detail and minimal errors.

• Intermediate or above level PC (including Microsoft Office) skills.

Education

High School Diploma

Experience

1-3 years of experience in Customer Service or Service Administration with a company in a consumer-oriented market.

Specialized Knowledge

Proficient with Microsoft Office (mainly Outlook, Excel, and Word) Oracle & Salesforce knowledge is desired (but not required).

The annualized base salary range for this role is $34,300 to $51,400 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand.

Agency And Third Party Recruiter Notice

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition, Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.