Description

DESCRIPTION

Driven by a commitment to research, quality, and service, PDI provides innovative products, educational resources, training, and support to prevent infection transmission and promote health and wellness. Encompassing three areas, our Healthcare, Sani Professional and Contract manufacturing divisions, we develop, manufacture, and distribute leading edge products for North America and the world. We have several locations across the US and are looking for new Associates to join our team!

POSITION PURPOSE

The Customer Support Specialist is responsible for excellent customer service to our internal and external customers, providing technical support and troubleshooting assistance to customers over the phone, via email and in-person. They are responsible for administrative support of the customer facing, device reporting platform and maintaining utilization metrics. They are responsible for maintaining and improving the service function of the CRM. The customer support specialist will communicate with Tru-D device customers, Tru-D SmartUVC Support Services, Sales Team and Tru-D SmartUVC and PDI Corporate teams.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Responsible for answering the Tru-D SmartUVC Support line.

• Provide administrative support for the customer facing portal and SmartHUB platforms and maintain metrics and utilization for the team.

• Provide administrative support to maintain and improve the service function of the CRM.

• Manage customer calls, addressing inquiries, complaints, and providing status updates on repairs, and record within CRM.

• Identify, manage, mitigate and/or escalate service issues to the appropriate support team member.

• Support the Operations Team, as back up, in daily warehouse tasks, including maintaining par stock and organization of the warehouse.

• Troubleshoot repairs including software, remotes and devices, in the office and in the field.

• Assist operations with set up and management of the repair shop as well as warehouse inventory control.

• Perform end-of-month physical inventory count as needed.

• Fulfill parts requests for Tru-D SmartUVC Support Specialist and Regional Sales Managers to include closing out parts request in the system for real-time inventory control, on occasion.

• Create and execute invoices for parts requested from customers, as requested.

• Load and unload freight shipments using a forklift and pallet jack, on occasion as back up.

• Assist Operations Manager with preparing devices to ship, including remote setup, devices prep and scheduling truck pick-up, on occasion.

• Update systems with changes in device configuration, as needed.

PERFORMANCE MEASUREMENTS

• Customer interactions are performed appropriately and recorded accurately.

• Device utilization tracked monthly and reports submitted timely.

• Service tickets resolved according to company goals

QUALIFICATIONS

EDUCATION/CERTIFICATION

• High school diploma or equivalent; College or technical certifications preferred.

REQUIRED KNOWLEDGE

• Excellent communication and customer service skills

• Proficiency in Microsoft Office Suite, Apple and Android OS.

• Warehouse environment

• Knowledge of hand tools

EXPERIENCE REQUIRED

• 1-2 years of customer service experience

SKILLS/ABILITIES

• Ability to bend, stoop and squat for extended periods of time

• Ability to climb a ladder

• Ability to work independently and safely

• Must have great time management, organization, and communication skills

WORKING CONDITIONS

• No hazardous or significantly unpleasant conditions

SALARY RANGE

• $45,000 - $55,000

BENEFITS

PDI is pleased to offer comprehensive and affordable benefits for our associates, which includes:

• Medical, behavioral & prescription drug coverage

• Health Savings Account (HSA)

• Dental

• Vision

• 401(k) savings plan with company match and profit sharing

• Basic and supplemental Life and AD&D insurance

• Flexible Spending Accounts (FSAs)

• Short & long-term disability

• Employee Assistance Program (EAP)

• Health Advocacy Program

PDI also offers many voluntary benefits such as: Legal services, critical illness, hospital indemnity, accident coverage, ID theft and fraud protection, pet insurance and employee discounts.

At PDI, we are also committed to helping our associates maintain a healthy and sustainable work/life balance and are proud to provide associates with paid time off programs including: sick & safe leave, vacation, company & floating holidays, paid parental leave, and depending on the position we also offer summer hours and flex place/flex time options.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)