Job Description

Work Schedule First Shift (Days)
Environmental Conditions Office

Join Thermo Fisher Scientific to help customers find cures, protect the environment, and ensure food safety.
How will you make an impact?
You will get the chance to assist and manage customers' inquiries, ultimately contributing to the growth of our business. Our Customer Service Representatives deliver exceptional customer service in a dynamic setting, engaging with internal and external contacts through inbound and outbound phone calls and emails.
As a remote Customer Service Representative, you will work from your home while holding yourself accountable for your success and proactively supporting our customers. Successful colleagues in this role are confident decision makers, enjoy problem solving and have technical proficiency. They love working within a virtual setting and have a passion for providing outstanding service to their customers.
The operating hours of our Customer Service Centre run from Monday to Friday, starting at 7:30 a.m. and concluding at 7:00 p.m. Eastern Standard Time. This position offers full-time hours totaling 40 hours per week, with the potential for occasional voluntary overtime. The role is entirely remote, and all necessary equipment will be supplied.
Key Responsibilities:

• Provide support to our customers by processing orders, requests for pricing, product availability, order status, delivery, billing questions as well as returns and credits.
• Resolve customer complaints and address concerns as appropriate with the goal of first contact resolution.
• Answer product or service inquiries, troubleshoot and support our customers in facilitating communication for technical assistance.
• Partner with other departments within Thermo Fisher Scientific and with our suppliers to find solutions.
• Follow established performance metrics including but not limited to quality standards, after call work, adherence, and follow-up on all actions in accordance with departmental standards.
• Assist in working to increase revenue by offering substitutes and / or alternative products where applicable.
• Make recommendations on areas for process improvements.

Education

• High school graduate or equivalent experience; bachelor's degree preferred, or a similar combination of education and experience.
• Internet service and access for a hardwire connection to your internet.
• A private, distraction-free, designated workspace is required. A separate room with a door is recommended.

Experience

• 1+ years of experience in a customer service role, customer call center experience is a plus.

Knowledge, skills, and abilities

• French/English bilingualism with strong verbal and written communication skills in both languages is preferred.
• Time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work.
• Practices active listening with the ability to maintain composure and a positive demeanor during difficult times.
• Proficient PC skills in Microsoft Office and strong typing skills required; able to work in multiple systems concurrently using multiple monitors.

Skills Required