Customer Care Representative IV

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people's lives and redefining what's possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.

Job Summary

As the Lead Customer Care Representative, you will provide exceptional service and mentor your team. You will handle complex issues and transfer calls as needed. Additionally, you will document customer concerns and report trends to relevant departments.

Job Description (Primary Responsibilities)

• Handling the most complex customer inquiries in a timely, professional manner.
• Handling escalated customer issues and complaints, including return merchandise authorizations (RMA), ensuring resolution.
• Determining caller eligibility for technical support and transferring calls to technical support queues.
• Mentoring and training team members.
• Identifying areas for improvement in customer care processes and procedures, and implementing changes as needed.

Requirements

• Demonstrate exceptional customer care skills through significant experience in a customer-facing role.
• Be able to analyze complex problems and develop alternatives and recommendations.
• Be able to handle difficult or upset customers with empathy and professionalism.
• Be able advise and coach less-experienced team members.
• Analyze customer data to improve customer care processes by identifying trends and areas for enhancement.

Outcomes / KPIs

• Customer satisfaction
• Order accuracy
• Order processing time

Compensation and Benefits

• The base pay for this position is $23.78 to $32.69 per hour depending on the geographic market.
• Dependent on the position offered, annual bonuses and other forms of compensation may be provided as part of the compensation package.
• Novanta supports all aspects of your life's needs. This position provides a full range of medical, financial, and other benefits to make your quality of life better.

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.