Job Title: Remote – Customer Service Representative
When you are part of the team at Thermo Fisher Scientific, you will do important work, like assisting customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals every step of the way.
How will you make an impact?
As a member of our team, you’ll have the opportunity to support and handle our customers’ inquiries, ultimately growing the success of our business. Our Customer Care Colleagues provide outstanding customer service, work in a fast-paced environment connecting with internal and external contacts via inbound and outbound phone calls, email and live chat.
As a remote Customer Care Colleague, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Successful colleagues in this role are confident decision makers, enjoy problem solving, have technical aptitude, love working with in a virtual setting and have a passion for providing outstanding service to their customers.
Our hours of operation are 7:00 a.m. to 9:00 p.m. Eastern Standard Time. This is a full-time opportunity working 40 hours a week with the possibility of occasional voluntary overtime. This position is 100% remote. All equipment needed is also provided.
What will you do?
- Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, billing questions as well as returns and credits
- Resolve customer complaints and call out issues as appropriate with the goal of first contact resolution
- Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance
- Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions.
- Follow established performance metrics including but not limited to quality standards, after call work (ACW), adherence (ADH) and follow-up on all actions in accordance with departmental standards.
- Assist in working to increase revenue by offering substitutes and / or alternative products where applicable
- Utilize multiple systems and programs, multiple monitors and knowledge gained through training to research and resolve customer issues.
- Make recommendations on areas for process improvements
How will you get there?
- High school graduate or equivalent, bachelor’s degree preferred, or a similar combination of education and experience.
- Internet service and access to connect hard wired directly to your internet router
- A private, distraction free, designated workspace is required. A separate room with a door is recommended.
Experience:
- 2+ years of experience in a customer service role, customer call center experience a plus
- Experience working in an office environment also a plus
Knowledge, Skills Abilities:
- Ability to pass an alpha-numeric keyboard assessment with a score of 6,000+ KPH with 90% accuracy
- Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills
- Highly developed sense of urgency and dedication to customer happiness
- Strong communication skills, both verbal and written
- Ability to problem solve customer issues via telephone, chat and email
- Demonstrates attention to detail, accuracy and quality
- Organizational skills, time management skills and ability to multi-task
- Phenomenal teammate when working with members of the immediate team, as well as, colleagues outside the organization, while demonstrating the ability to work independently
- Ability to prioritize multiple priorities in a fast-paced environment
- Practices attentive and active listening
- Ability to maintain composure and positive demeanor during difficult times
- Intermediate PC skills required; able to work in multiple systems concurrently using multiple monitors.
- The hourly range estimated for this position is $16.00 – $17.50. Actual compensation will be confirmed in writing at the time of offer.