Senior Customer Service Representative, Diabetes - San Antonio (Finance)

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
Responsible for review and registration of product complaints from internal diabetes employees submitted via an interdepartmental form. This team handles inbound inquiries and outbound tasks assigned to support the overall 24-Hour Technical Support processes and procedures. Tasks assigned include the completion of good faith effort (GFE) follow up on any missing complaint information, customer field action inbound and outbound activities, customer experience remediation tasks, and support CQXM with error correction for compliant documentation.

A Day in the Life:

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

• Handle all form submissions from internal and external customers
• Utilize critical thinking skills to clarify information and provide solutions and/or alternative recommendations to ensure all complaints/events are reported accurately and timely
• Foster internal and external customer relationships thru effective communication to drive customer loyalty
• Answering phones from customers professionally and responding to customer inquiries and complaints
• Conduct research and respond to escalated customer inquiries by phone or email
• Utilize all applicable systems and resources during research to support complete documentation of compliant
• Ensure documentation integrity, accuracy, and low error rate
• Maintain appropriate service level agreement for customer contacts
• Demonstrate expertise in communicating follow up
• Respond and resolve customer inquiries through varies platforms- ex: Inbound/Outbound queue, Interdepartmental forms
• Coordinate internally to resolve complex customer issues
• Follow appropriate department protocols for documenting task completion and patient interaction notes
• Ability and willingness to work flexible days and hours and varying daytime shifts, including overtime
• Demonstrate subject matter expertise (SME) and competency of departmental processes and procedures
• Maintain knowledge of process changes and updates to effectively execute day-to-day tasks
• Continue learning of other duties and special projects as assigned to meet business needs
• Be able to provide feedback to Leadership on Trends and issues seen with day-to-day work
• Be able to communicate actions of deep dive research and provide high level support overview to support escalated and unique situations
• To meet and exceed individual and Team productivity goals set by the business Monthly, Yearly

Must Have: Minimum Requirements

• Must have 2 years of experience with supporting 24 hour Tech support documentation requirements

Soft Skills:

• Flexibility to schedule change to meet business needs, inclusive of days and hours
• Outstanding organizational skills
• Multitasking ability
• Attention to detail
• Excellent written and verbal communication
• Strong phone and verbal communication skills along with active listening
• Must have the ability and willingness to learn new skills, as well as develop professional relationships with others
• Ability of working independently or collaboratively
• Strong communication skills (written and verbal)
• Excellent customer service skills

We are looking for a self-motivated individual with a knack for problem-solving who accomplishes tasks without the need for micro-management to join our team. This position requires interaction with customer's inbound and outbound. The candidate's ability to write concise, informative notes/complaints, record all work accurately, and communicate with others is critical for success in this position.

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):$50,800.00 - $76,200.00

In addition to Base Salary, this position is eligible for a Sales Incentive Plan (SIP), which provides the opportunity to earn significant incentive compensation for achieving or exceeding your goals. Learn more about total rewards here.

The provided base salary range is used nationally (except in certain CA locations). The rate offered is compliant with federal/local regulations and may vary by experience, certification/education, market conditions, location, etc.

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.

At Medtronic, most positions are posted on our career site for 3-7 days.