Contact Center Representative

Kelly Services; Salt Lake City (UT); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Retirement savings plan

Paid holidays

Transit spending account

Paid sick leave

Job summary

Kelly Services in Salt Lake City is seeking a Client Solutions Specialist I to join the ICU Medical Service Department. You will handle customer inquiries, process return service requests, and manage service status with a focus on confidentiality and accuracy.

The role requires experience in medical devices and ERP familiarity; strong communication, detail orientation, and ability to multi-task across systems are essential.

Qualifications

• Experience in a customer call center environment with medical devices/healthcare background.
• Experience using ERP systems such as Oracle EBS.
• Experience with Complaint Management Systems.
• Must be detail oriented with strong communication skills.

Responsibilities

• Handle inbound/outbound calls in a call center setting.
• Process return service authorizations for warranty and non-warranty repairs.
• Assist with account initiation and reactivation in ERP systems.
• Process confidential billing information to initiate repair orders.
• Provide repair status information to customers.
• Verify sold-to/ship-to/bill-to details in ERP systems.
• Contact customers for estimates and obtain approvals.
• Follow up on unauthorized return material authorizations.
• Meet/exceed KPIs for customer satisfaction and response times.
• Utilize knowledge base to resolve inquiries and develop solutions.

Skills

Biomedical devices

Attention to detail

Verbal & written communication

Situational analysis

Customer needs analysis

Computer skills

Multi-tasking

MS Office/Teams

Education

High School Diploma

Tools

Oracle EBS

Job description

Client Solutions Specialist I

The Client Solutions Specialist I works as a team member within the ICU Medical Service Department. The individual will be knowledgeable of core products and have the skills of Customer Service. This position will be required to correspond with both internal and external customers via various forms of communication, and at times in person, concerning service inquiries in a manner that will maintain good customer relations.

This position is responsible for responding to and processing return service requests for medical devices, handling and/or responding to customer requests, including inquiries regarding devices returned for service, service and repair status, service estimate authorization, and warranty/extended service information. This individual must maintain confidentiality of sensitive client information. This position utilizes both PC and web-based software applications.

Essential Duties & Responsibilities

• Member of a call center group receiving calls and making outbound calls.

• Processes return service authorizations in response to incoming phone calls, e-mails and web-based inquiries including but not limited to warranty and non-warranty repairs, preventive maintenance requests, etc. with the highest level of support professionalism.

• Contributes to data within the Enterprise Resource Planning systems/assists with account initiation/reactivation.

• Processes confidential information, including billing information, to initiate repair orders for Service and Repair activities.

• Provides information, such as repair status, in response to inquiries.

• Determines/verifies sold to/ship to/bill to in appropriate Enterprise Resource Planning systems.

• Contact customers when an estimate is required, track responses, provide estimates to customers, obtain approval/denial of estimates, enter responses and necessary information in applicable system.

• Contact customers for unauthorized Return Material Authorizations and follow through with authorization requirements.

• Meet or exceed key performance metrics of customer satisfaction I.e. 1st call resolution, 24-hour response time/acknowledgement, required documentation etc.

• Utilize knowledge base to resolve customer inquiries and achieve department metrics. Develop new solutions to frequently occurring problems.

Knowledge & Skills

• Knowledge of biomedical or electro-mechanical devices (1 year preferred).

• Must be detail oriented.

• Strong verbal & written communication skills.

• Ability to apply situational analysis to customer problems.

• Ability to determine customer needs and take appropriate actions. Knowledge of and ability to use personal computers and related software.

• Ability to alternate between several varying tasks (multi-task) on a routine basis.

• Knowledge of Microsoft applications, TEAMS, SharePoint etc.

Minimum Qualifications, Education & Experience

• Must be at least 18 years of age.

• High School Diploma required.

• Minimum 1 year of experience working in a Customer Call Center environment with concentration of medical devices/applicable healthcare background.

• Experience with using Enterprise Resource Planning systems (i.e. Oracle EBS).

• Minimum 1 year of Experience with Complaint Management Systems.

Work Environment

• This is largely a sedentary role.

• This job operates in a professional office environment and routinely uses standard office equipment.

Typically requires travel less than 5% of the time

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Please note: The following benefits reflect Kelly's general offerings. Eligibility may vary by assignment, location, and job type. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here (https://www.mykelly.com/help-support-working-with-kelly-us/#Benefits) for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

Find what’s next with Kelly .

About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California’s state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Kelly may use AI-powered tools during the recruitment and hiring process. For full details, including how Kelly uses AI, your rights, and how to request a reasonable accommodation, visit the Recruitment Artificial Intelligence Notice (https://www.kellyservices.com/hubfs/myKelly/Resources/Employment_Policies/Recruitment-Artificial-Intelligence-Notice.pdf?hsLang=en) .

Kelly Services is proud to be an Equal Employment Opportunity and Aff…