Consumer Resolution Specialist

Consumer Resolution Specialist |Atos Medical | New Berlin, WI | Hybrid schedule

Join usand give people a voice!

About Atos Medical

Atos Medical is a specialized medical device company and the clear market and technology leader for voice and pulmonary rehabilitation for cancer patients who have lost their voice box. We design, manufacture, and sell our entire core portfolio directly to leading institutions, health care professionals and patients. We believe everyone should have the right to speak, also after their cancer. That's why we are committed to giving a voice to people who breathe through a stoma, with design solutions and technologies built on decades of experience and a deep understanding of our users.

The Consumer Resolution Specialist is responsible for performing tasks intended to provide relief or resolution to customers who need assistance or have a negative experience. Includes researching and resolving all product and service customer complaints received by phone, mail, email, fax, and social media.

Main job responsibilities:

• Document, investigate, and resolve consumer grievances regarding product or service issues.
• Support global partners in the local collection, investigation, and response of all product related complaints.
• Communicate with customers directly to troubleshoot and resolve issues with follow up when necessary.
• Assess to determine the correct course of action for assigned cases following company and regulatory guidance.
• Liaise with internal departments to help with resolutions and ensure the staff is handling them in a timely manner.
• Work to expedite processes that have encountered delays.
• Conduct investigations or perform research to discover the cause of a problem or identify the responsible parties or processes that should be held accountable.
• Gather data, analyze it, and evaluate other information alongside it, to identify possible problem areas.
• Apply numerous systems and databases, as well as investigatory and research techniques, to your analysis.
• Write up reports with your recommendations, including preventive or corrective actions, for management.
• Identify, design, develop, and maintain solutions to improve processes.
• Learn and maintain knowledge of all products, operations, and compliance rules and laws.
• Build robust relationships with consumers but also with other quality-related departments.
• Coordinate the design, collection and monitoring of key quality performance metrics including tracking/trending of non-conformances, compliance violations, product complaints, audit responses, and internal investigations.
• Aid in the internal audits program including creating audit schedules, conducting internal audits, generation and review of internal audit reports, and management of internal audit files.
• Assist in reporting to local and global management on status, effectiveness of current controls, potential improvements, internal audit findings, complaints, investigations & vigilance.
• Assist with the writing and periodic review of policies, standard operating procedures, work instructions, and other documentation required in accordance with established and current quality requirements.
• Help prepare and document training to ensure personnel have the appropriate training and understanding.
• Meet individual, departmental, and company goals.
• Perform other related duties as assigned by management.

Basic Qualifications:

• HS Diploma or GED
• 3-5 years of relevant business experience
• 1-2 years of call center experience
• Demonstrated experience in project management, process improvement, and decision making-abilities
• Confident serving in an advocacy role

Preferred Qualifications:

• Bachelor's degree
• DME experience is a plus

Competencies:

• Strong background in customer service or administrative support roles.
• Demonstrates patience, determination, and dedication to customer service.
• Excellent data collection and analysis skills with a strong attention to detail.
• Strong time management, organizational, and prioritization.
• Strong leadership, problem-solving, and critical thinking skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-past environment and manage multiple tasks, with tight deadlines, successfully.
• Methodical and diligent with outstanding planning abilities.
• Integrates and demonstrates core values, integrity and accountability.
• Excellent verbal and written communication skills.
• Self-motivated, and ability to work with minimal supervision.
• Intermediate skill in MS Office (Word, Excel, PowerPoint, Outlook, Visio) and CRM type systems.

We offer:

You will be part of an ambitious work environment in which teams work together to continuously grow and develop the business. You will have great opportunities to learn and develop, and you will be offered a competitive salary package and benefits.

Additional benefits:

• Flexible work schedules with summer hours
• Market-aligned pay
• 401k dollar-for-dollar matching up to 6% with immediate vesting
• Comprehensive benefit plan offers
• Flexible Spending Account (FSA)
• Health Savings Account (HSA) with employer contributions
• Life Insurance, Short-term and Long-term Disability
• Paid Paternity Leave
• Employee Assistance Program
• Wellness Resources
• Training and Development
• Tuition Reimbursement

Atos Medical, Inc. is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Equal Opportunity Employer Veterans/Disabled. To request reasonable accommodation to participate in the job application, please contact 800-217-0025.

Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox, Provox Life and Tracoe.

We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.

Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S

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