CCG Customer Service Representative II - RGA (remote USA)

Customer Care Colleague

Work Schedule: Standard (Mon-Fri) Environmental Conditions: Office

Job Description: As a member of the Thermo Fisher Scientific team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way.

How will you make an impact? As a member of our team, you'll have the opportunity to support and handle our customers' inquiries, ultimately growing the success of our business. Our Customer Care Colleagues provide outstanding customer service, work in a fast-paced environment connecting with internal and external contacts via inbound and outbound phone calls and email channels.

What will you do? As a remote RGA Customer Care Colleague, you will work from your home while holding yourself accountable for your success and proactively supporting our customers with their credits, returns and/or replacement of products. 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.

Key Responsibilities:

• Responds to and resolves customer/sales requests including returns, pricing credits, damages/shipment discrepancies and defective product.
• Works with other departments within Thermo Fisher Scientific regarding the processing of credits and returns accurately and timely.
• Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards.
• Stays abreast of new processes and initiatives within the company

Minimum Requirements/Qualifications:

• A strong knowledge and understanding of mainframe.
• Requires excellent interpersonal, planning, verbal, written and numerical skills with the ability to analyze and define solutions and prioritize multiple tasks to meet timelines.
• Participate in Continuous Improvement and support PPI projects
• Ability to balance multiple assignments, exercise good judgement, and prioritize projects and time efficiently.
• Good PC and excel knowledge, and excellent keyboarding skills
• Meet and sustain key performance metrics including Adherence and Quality

Non-Negotiable Hiring Criteria:

• 2 years customer service experience in an ACD environment.
• Innovative and creative problem-solving skills.
• Strong Interpersonal skills and ability to multi-task are needed.
• Excellent listening, oral, and written communication skills.
• Excellent product and process knowledge.
• Proficient understanding of computer basics (Windows, Excel, Word, Email, and Internet)

Compensation and Benefits: The hourly pay range estimated for this position based in Georgia is $14.41–$21.60. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.