Henry Schein, Inc. Technical Customer Care Representative in Stoneham, Massachusetts

**Zahn, a Henry Schein company, is seeking a Customer Care Representative. Our mission is to quickly assess and resolve end-user questions while delivering world-class customer service.

**JOB OVERVIEW:

This position is responsible for day-to-day operations, as well as performing a multitude of duties and serving as a support system to the Technical Services team. Builds and maintain positive relationships with High Tech Equipment customers and internal team members, striving for quality in every aspect of work and providing top notch customer service.


**KEY RESPONSIBILITIES:

  • Receive in a high-volume of customer calls, you will be the first point of contact for customers needing technical support and accurately answer a variety of complex customer inquiries. Handle inbound customer service issues with professionalism including but not limited to: product questions, special requests as needed (involving shipping instructions for equipment, following up on open tickets, providing updates to customers, following up with agents etc.), complaint handling assisting in customer escalations. Correctly transfer calls to the relevant departments, as necessary along with creating tickets with basic information and identifying the most skilled agent to transfer calls too.

  • Greet visitors, and proactively handle their needs.

  • Set up new accounts in Zendesk for new equipment customers. Maintain ticketing system users, organizations and tickets for Zahn Technical Support.

  • Assist operations with handling tickets and managing customer expectations.

  • Assist in repair and support billing processes, as needed.

  • Order office supplies and code invoices to send to the corporate office.

**OTHER DUTIES AND RESPONSIBILITIES:

  • Monitor team tickets and work with managers on follow up’s.

  • Handle complaints and assist the team and do whatever you can to satisfy the customer.

  • Participate in special projects and perform other duties as required.

**SKILL:

Very good understanding of the job and apply knowledge and skills to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.

**COMPLEXITY:

Work on assignments that are moderately difficult and may require judgment and initiative. Understand implications of work and make recommendations for solutions. May be responsible for making independent procedural decisions.

**SUPERVISION:

Work under minimal supervision and may determine methods and procedures on new assignments.

**WORK EXPERIENCE:

Typically 2 or more years of related experience.

**PREFERRED EDUCATION:

Typically High School education, vocational training and/or on-the-job training. Bachelor’s degree preferred.

**GENERAL SKILLS & COMPETENCIES:

· Very good time management skills and the ability to prioritize work and meet deadlines

· Very good attention to detail and accuracy

· Customer service oriented and ability to work with complex issues

· Ability to plan and arrange activities

· Very good interpersonal communication skills

· Very good written and verbal communication skills

· Ability to maintain confidential and highly sensitive information

· Ability to work in a team environment

· Ability to multi-task

· Establish productive working relationships at multiple levels within the organization

**SPECIFIC KNOWLEDGE & SKILLS:

  • Basic understanding of Zahn Hi Tech software and hardware product offerings

**PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

**TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

//Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.//

//For more information about career opportunities at Henry Schein, please visit our website at/: www.henryschein.com/careers/

Title: Technical Customer Care Representative

Location: MA-Stoneham

Requisition ID: R107913