Job Description:

The primary function of this position is to respond to ensure that all aspects of the RMA process are completed in a timely and efficient manner. Process steps include responding to order inquiries, processing return labels, entering warranty orders, and advising on warranty questions. Additional responsibilities include receiving and making outbound customer calls including corresponding via email, managing customer and equipment data and effective use of resources, systems, and databases.

Essential duties and responsibilities:

• Provide world-class customer service, response time and follow through to internal and external customers
• Engage with customers in a friendly and professional manner while actively listening to their concerns
• Works directly with external and internal customers either by telephone, electronically or in-person, coordinating information with teams, departments and dealer partners
• Effectively manage workload to meet customer expectations and organization’s goals.
• Identify process improvement opportunities to improve customer satisfaction and streamline processes and work with Leadership to implement improvements
• Timely processing of transactions and responses to inquiries
• Follows documented procedures
• Ability to de-escalate customer situations in order to obtain first call resolution (FCR).
• Accurate use of systems and databases to enter, manage and maintain customer equipment, to research inquiries and to respond to requests
• On applicable product lines, records customers product quality complaints according to complaint handling guidelines and SOP, forwarding to the quality department for further documentation & processing.
• Other duties as assigned
• Up to 5% Travel

Job Requirements:

Excellent written and verbal communication skills are needed as well as proficient in MS Word and Excel.  Excellence in accuracy and attention to detail.  Strong problem-solving and decision-making skills with the ability to handle a variety of customer situations.  Ability to work standard departmental hours of 40 hrs/per week, in addition to holidays and overtime as needed.

Minimum requirements

• HS Diploma or equivalent
• 1-3 years’ experience in a customer service-related field

Preferred requirements

• Associates degree
• 2+ years of contact center experience
• Experience with Customer Relationship Management Systems (CRM)

Target Market Salary Range:

Actual compensation packages take into account a wide range of factors that are unique to each candidate, including but not limited to geographic location; skill sets; relevant education and certifications; depth of experience; performance; and other business and organizational needs. The disclosed reasonable estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled.  At Envista, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. The total compensation package for this position may also include an annual performance bonus, medical/dental/vision benefits, 401K match, and/or other applicable compensation plans.

$18.30 - $24.80 per hour

Operating Company:

DEXIS

Envista and all Envista 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 at: http://www.dol.gov/ofccp/regs/ compliance/posters/pdf/eeopost.pdf.

Envista and its family of companies (Envista) will not accept unsolicited resumes from any source other than directly from a candidate.  Envista will consider unsolicited referrals and/or resumes submitted by vendors such as search firms, staffing agencies, professional recruiters, fee-based referral services and recruiting agencies (Agency) to have been referred by the Agency free of charge and Envista will not pay a fee for any placement resulting from the receipt such unsolicited resumes.  An Agency must obtain advance written approval from Envista’s internal Talent Acquisition or Human Resources team to submit resumes, and then only in conjunction with a valid fully-executed contract approved by the Global Talent Acquisition leader and in response to a specific job opening.  Envista will not pay a fee to any Agency that does not have such agreement and written approval in place.