Danaher Corporation Associate Coordinator Customer Support in Miami, Florida
Answer daily customer calls daily by recording accurate information on service requests and concerns and effectively routing them to various departments while adhering to work instructions, policies and procedures.
Ability to multi-task, make quick decisions and follow company protocol and confidentiality creating electronic records documenting customer requests as well as perform other related tasks (maintain records, faxing, copying, and filing).
Work collaboratively with other departments to ensure the best possible customer service.
Sound knowledge of company products - serve as mentor to newer employees.
Serve as escalation point for customer issues when Supervisor is not available.
Extensive knowledge of organization, departmental fields of expertise and knowledge of staff positions. Assign customer issues to appropriate department for resolution.
Able to work weekends or afterhours on occasion to serve customer/business need.
Answer incoming customer calls daily regarding technical troubleshooting assistance.
Assist customers by recording accurate information on Cases routing them to various departments. Initiate Field Service tasks for repair of instruments.
Handle purchase orders and credit card information provided by customers without service agreements requesting service. Process ARS label requests for return of defective parts. Maintain records, faxing, copying, and filing, emailing Prepare shipments and CF Call tag pickups for Customer Technical Specialists for parts that require further investigation. Provide training and mentoring for all new personnel.
High School Diploma and between 0-2 years’ experience in a call center environment or
MUST have at least 1+ year experience in customer service and the ability to diffuse upset customers.
Associate needs to be able to handle a high call volume (up to 100 calls per day). Capacity to stay calm under occasional pressure
Must be proficient at an intermediate level in Microsoft Office - specifically Outlook and Word.
Experience with Oracle or ServiceMax/SalesForce software is a plus, but is not required.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here (http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .