Customer Care Rep, Special Markets - ProRepair

This position is responsible act as a liaison between the customer and manufacturer to ensure proper processing of the repair sale. Follows-up on repair status, pricing issues, billings, technical questions, and escalates concerns to management as appropriate. Collaborates with other Team Schein Members to assist the customers in resolving their issues.

KEY RESPONSIBILITIES:

• Utilize varying customers' systems (e.g. Service Channel) to maintain accurate repair/estimate information to ensure the completion of approval/denial of repair estimates. (30%)
• Handle, then respond to and/or escalate as appropriate, inbound calls and communications from Special Market and Multisite customers. (20%)
• Create repair orders for incoming equipment that will be repaired by the manufacturer for Special Market and Multisite customers. (15%)
• Manage communications with equipment manufacturers and vendors regarding repair inquiries, such as creating repair POs, requesting status on repairs, expediting billing and shipments for Special Market and Multisite customers. (15%)
• Customer and administrative support for repairs, DrillOnDemand and other equipment solutions programs. (10%)
• Responsible for following all ISO procedures. (5%)
• Participates in special projects and performs other duties as required. (5%)

SPECIFIC KNOWLEDGE & SKILLS:

• Strong customer service and verbal and written communication skills.
• Good telephone etiquette.
• Ability to answer a high volume of calls and prioritize tasks.
• Effective dispute resolution.
• Ability to learn applicable computer systems.
• Ability to work independently with limited supervision.

GENERAL SKILLS & COMPETENCIES:

• Very good time management skills and the ability to prioritize work and meet deadlines
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with complex issues
• Ability to plan and arrange activities
• Very good interpersonal communication skills
• Very good written and verbal communication skills
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Establish productive working relationships at multiple levels within the organization

MINIMUM WORK EXPERIENCE:

Typically 2 or more years of related experience.

PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor's degree preferred.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc.is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers