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About the Role
The Senior Customer Care Representative provides professional communication via phone and e-mail to customers and internal support teams, addressing a wide range of customer service needs including pricing, order status, order placement, delivery coordination, returns processing, and customer concerns. This role involves in-person training, coaching, and mentoring, contributing to company goals and customer satisfaction.
Responsibilities
- Work on-site in Customer Care to provide professional communication via phone and email to customers and internal support teams.
- Provide accurate and timely assistance with order placement, customer inquiries, and routing customer calls and e-mails as appropriate.
- Handle and resolve customer complaints and concerns with empathy and patience, aiming to achieve customer satisfaction.
- Follow established service quality standards, meet order and inquiry processing time, and maintain a high level of order accuracy.
- Actively participate in classroom, side-by-side, and self-paced training.
- Continuously learn and apply new information and processes.
- Demonstrate self-motivation and resourcefulness by working independently.
- Participate and lead team meetings to communicate updates, share best practices, and foster a positive team environment.
- Identify process improvements and work with leaders to implement process change.
- Perform other duties as assigned, including supporting other Customer Care functions, assisting with projects, and process improvement.
Requirements
- Two years of customer service experience.
- Experience with computer applications such as Microsoft Office Suite.
- Ability to work in a fast-paced environment requiring typing, considerable interaction on the phone, navigating numerous applications using multiple monitors.
- Demonstrates superior communication skills including probing, active listening, and written skills.
- Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
Skills
- Communication skills
- Probing skills
- Active listening
- Written skills
- Patience
- Empathy
- Computer applications
- Microsoft Office Suite
Location
- On-site
Work Type
- Standard (Mon-Fri)
- Office
Experience Level
- Senior
Education Level
- High school diploma or equivalent required.
Salary/Compensations
- $18.57–$27.86 per hour
- Eligible for a variable annual bonus based on performance.
Benefits
- Medical, Dental, & Vision benefits – Effective Day 1
- Paid Time Off & Holidays
- Participation in Annual Incentive Program
- 401K Retirement Savings Program
- Tuition Reimbursement – Available after 90 Days!
- Employee Referral Bonus
- Employee Discount Program
- Employee Assistance Program
- Employee Stock Purchase Program
- Charitable Gift Matching
- Company Paid Parental Leave
- Career Advancement Opportunities
- 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
About the Company
- Thermo Fisher Scientific's mission is to enable customers to make the world healthier, cleaner, and safer.
- As a team of over 125,000 colleagues, we foster an inclusive culture with shared values: Integrity, Intensity, Innovation, and Involvement.
- We work together to accelerate research, solve complex scientific challenges, drive technological innovation, and support patients in need.
- Diverse experiences, backgrounds, and perspectives are valued.
Equal Opportunity
- Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
- Individuals with disabilities will be provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.