Call Center Representative
Company: millenniumsoft
Location: Salt Lake City
Posted on: April 1, 2026
|
|
|
Job Description:
Position : Call Center Representative Location : Salt Lake City,
UT Duration : 12 Months Total Hours/week : 40.00 1 st Shift Client:
Medical Device Company Job Category: Customer Service Level of
Experience: Entry Level Employment Type: Contract on W2 (Need US
Citizens or GC Holders Only) Work hours: 8am - 4:30pm Note: Must
have previous call center experience (2 -3 years),
steady/consistent job times and ability to multi-task. Job
Description: 1. Summary - Main Purpose of the Position Provide
exceptional levels of customer care that meet or exceed all
internal and external customer expectations through effective use
of contact handling skills and techniques. Responsible for meeting
business objectives and targets as defined for this position.
Primary Responsibilities and Duties % of Time (estimated)
Responsibilities: 1 50% Create requests in appropriate databases to
support customer orders such as new customer account set up,
customer pricing, required quality or export documentation or
certificates. Identify and coordinate resolution of any issues that
may negatively affect customer satisfaction. Input customer orders
received via all contact methods. Review orders received for
accuracy and completeness, confirm and/or correct customer orders
prior to entering in ERP system. 2 15% Process requests for credit,
rebill and returns as needed. Work with Supply Chain to support
on-time delivery and other company KPI’s. Meet or exceed
established order accuracy and turn-around standards. 3 15% Handle
all customer contacts in a professional and courteous manner.
Comply with all Company, Departmental, and applicable Quality
System work instructions, procedures and policies. Manage short
supply situations, backorders and manual allocations as required. 4
10% Input and manage orders for exception products requiring
special handling. Compose accurate, prompt and appropriate replies
to all customer contacts. Enter all contact information into
appropriate database(s) in compliance with Company and Regulatory
policies. 5 10% Ensure that all potentially serious incidents are
raised to the appropriate levels of Management. Support promotional
sales campaigns and product launches. Resolve service complaints to
the satisfaction of the customer within established company
guidelines. 6 10% Handle all complaints according to FDA/ISO/cMDR
and other regulations governing medical devices and HIPAA
regulations. Participate in other projects as required. Participate
in and contribute to Team Meetings. 5 10% Provide support to other
team members as needed. Identify continuous improvement
opportunities and provide feedback for process improvement and
knowledge database updates. Maintain an up to date, comprehensive
knowledge of company services and products through participation in
training, coaching and feedback sessions. Pursues personal
development of skills and knowledge necessary for the effective
performance of the role and future opportunities.May perform other
duties as required A client Associate demonstrates the following
competencies: VALUES – Our standard of behavior We do what is right
We are all accountable We thrive on innovation and demand quality
We learn to improve every day LEADERSHIP COMMITMENTS – How we lead
ourselves and our work Be bold and strategic Remove obstacles and
empower others Deliver results that matter Debate and decide, then
commit and go Win as on client Have the courage to iterate, try new
things and embrace change MINDSET – The attitude we bring to our
work The best way to help customers and patients is to truly know
them Challenges are opportunities to grow and improve Inclusion and
diversity make us a stronger team Speaking up builds trust and gets
to better outcomes faster 3. Position-Specific Overview This
section to be updated by the direct manager as needed to reflect
specifics of the role. Scope of Responsibility: Strategic
Orientation: The degree to which the position has responsibility
for influencing and/or developing strategies for achieving company
goals and examples. Specific scope of responsibilities is to be
based on the specific role. Continuous interaction with Supervisor
and Team Members. Participation and support department continuous
improvement initiatives. Sphere of Influence: The degree to which a
position influences and guides business activities, decisions and
processes within a function or unit, as well as across organization
boundaries and examples. Specific scope of responsibilities is to
be based on the specific role Applies specialized knowledge /
skills to perform routine and non-routine work. Follows established
procedures, practices, and policies for Customer Care. Influence
extends to customers, peers, team members, and key stakeholders.
Impact on Business Results Degree of Accountability: The degree to
which the position entails making key decisions that affect
business performance and examples. Has moderate discretion and
decision making. Accountable for the execution of specific tasks
with moderate discretion and with oversight from a Supervisor.
Responsibility to execute requests timely and with quality and
accuracy. Financial Impact: The degree to which the position has an
impact on those things that drive revenue generation and
profitability. Ensures that orders are entered timely and
accurately so that invoicing can occur. Ability to use the most
cost-effective solutions to drive down costs for operating
expenses. Erroneous decisions will have a long-term effect on the
company’s success. Essential Functions The purpose of this section
is to help identify any modifications or adjustments to the work
environment that might enable a qualified individual with a
disability to perform the essential functions of the position. If
there are any additional functions (not identified in the
responsibilities section above), including physical capacities,
that require a significant amount of time, and that would lead to a
serious consequence if not performed, please identify and describe
those essential functions here. Please refer to the Guidance
document for more information. KSA Requirements (Knowledge, Skills,
and Abilities): Requirements (indicate the minimum) Knowledge • 2
years business related experience in a customer contact center
Experience managing supplies and equipment. Proficiency in
Microsoft Office. Experience with contact center software / phone
systems. Preferred: 1 year(s) experience working in an ERP (SAP and
or JDE). Preferred: Experience in a medical device or health care
company. Skills: Customer Focus, Customer Service, Data Entry
Skills, Listening, Phone Skills, Verbal Communication, Written
Communication, Critical Thinking Skills, Relationship Building,
People Skills, Interpersonal Savvy (Team Orientation), Problem
Solving. Skilled in the use of computers. Ability to successfully
multi-task and manage several diverse responsibilities in a timely
and accurate manner. Excellent organizational skills; attention to
detail Positive Service Attitude. Education/Degree: High School
Diploma or GED Associate’s /Bachelor’s Degree Preferred
Certifications (if applicable): N/A Experience (indicate the number
of years): 2 years business related experience in a customer
contact center For people management position, indicate years of
experience required • N/A Other: Identify the minimal level of
other competencies required for the position. Must be able to work
shifts ranging from 7:00am – 700pm EST/EDT Must be able to be
flexible in work schedule, including willingness to work overtime
as needed and/or an occasional Saturday if business needs dictate.
Language Skills: English – proven oral and written communication
Mathematical Skills: Ability to solve basic math equations.
Reasoning Ability: Ability to draw logical conclusions; proven
analytical ability Ability to formulate decisions to new and
rapidly developing challenges. Problem solving / application of
judgement in dealing with customers. Ability to learn quickly.
Physical Requirements: This individual will work in an office
environment with moderate noise. While performing the duties of
this job, the employee is regularly required to stand, walk, sit
and use hands to manipulate, handle or feel objects, tools,
controls and office equipment. The employee frequently is required
to talk and hear. The employee is occasionally required to reach
with hands and arms and stoop, kneel or crouch and stand for
extended periods of time. This individual will work in an office
environment with moderate noise. Infrequent lifting of over 25 lbs.
will be required.
Keywords: millenniumsoft, West Valley City , Call Center Representative, Customer Service & Call Center , Salt Lake City, Utah
