Employer: Thermo Fisher Scientific
How will you make an impact?
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 proficiency, love working within a virtual setting, and have a passion for providing outstanding assistance to their customers via inbound and outbound phone calls, email and live chat.
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. All while working 100% remote.
What will you do?
- Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, and billing questions.
- 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.
- Follow established performance metrics including but not limited to quality standards, after call work (ACW), adherence (ADH) and follow-up on all actions.
- Assist in working to increase revenue by offering substitutes and/or alternative products where applicable.
How will you get here?
Education:
- High school graduate or equivalent, bachelor s degree preferred, or a similar combination of education and experience.
Experience:
- 5+ 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:
- Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills.
- Highly developed dedication to customer happiness.
- Ability to problem solve customer issues via telephone, chat, and email.
- Ability to maintain composure and positive demeanor during difficult times.
- Intermediate PC skills required; able to work in multiple systems concurrently using multiple monitors.
- Strong written and verbal communication skills.
- Attention to detail, accuracy and quality
- Organizational skills, time management skills and ability to multi-task
- 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.
Compensation and Benefits:
The hourly pay range estimated for this position is $16.00 – $17.50. Actual compensation will be confirmed in writing at the time of offer.
We will provide the vital equipment for your role including: computer, monitor, keyboard, mouse, and an internet reimbursement policy.
We offer a comprehensive Total Rewards package that our US colleagues and their families can count on, which generally includes:
A choice of national medical and dental plans, and a national vision plan. A wellness program, and valuable health incentive opportunities for company contributions to a Health Reimbursement Account (HRA) or Health Savings Account (HSA). At least 120 hours paid time off (PTO), 10 paid holidays annually, and paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) Retirement and savings programs, such as our competitive 401(k) plan.