Call Triage Support and Dispatch Assoc - Bayer Corporation

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Call Triage Support and Dispatch Assoc  

Call Triage Support and Dispatch Associate – “Hybrid” Residence / Indianola, PA

PURPOSE:

This position sits under our Bayer Radiology Customer Response Squad and is responsible for qualifying or "triaging" initial customer calls that require technical assistance. Based on level of need, responsibilities

include offering an operator level solution to diagnose and troubleshoot basic hardware issues and escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads. Also include supporting general call inquiries, part order processing and supports resolution of customer inquiries regarding parts and service dispatch as well as updating and accurately maintaining data in SAP and CRM systems.

Position is "Hybrid", required to be located in the Pittsburgh, PA area and will be in office 2 days a week. M-F 8:30am - 5:30pm

YOUR TASKS AND RESPONSIBILITIES

• Provide support function such as facilitating resolution of customer/field issues;
• Utilize SAP and CRM Systems to professionally handle customer/field calls, and requests via phone, CRM, email and web;
• Customer calls and part order process management;
• Provide dispatch service to customers as well as manage Dispatch console for the field;
• Project support, cross functional teamwork;
• Ability to assist in Service Support Training. Assist as process owner with training documentation as needed;
• Assist in delivering training to staff as required to perform job duties.

REQUIRED QUALIFICATIONS

• Associate degree in business or technical discipline with 1 year of overall experience OR High School Diploma/GED and 3 years of overall experience in areas such as call centers, customer relations/facing or a remote service support role;
• Advanced problem-solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision; strong sense of urgency;
• This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills;
• This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict;
• Proficiency in Microsoft Office product suite;
• Ability to work in a fast paced environment;
• Demonstrated ability to follow specific guidelines & procedures;
• Ability to problem solve, handle difficult inquiries and customer issues with little supervision.

PREFERRED QUALIFICATIONS

• Working knowledge of CRM systems.