Job Description

As a member of the Thermo Fisher Scientific team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way. How will you make an impact? You will have the opportunity to support and handle customers’ inquiries, ultimately growing the success of our business. Our Customer Service Representatives provide outstanding customer service in a fast-paced environment, connecting with internal and external contacts via inbound and outbound phone calls, email and live chat. 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 Customer Service Centre hours of operation are Monday to Friday, 7:30 a.m. to 7:00 p.m. Eastern Standard Time. This is a full-time opportunity working 37.5 hours a week with the possibility of occasional voluntary hours. This position is 100% remote. All required equipment will be provided. What will you do?

• 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

How will you get there?

• High school graduate is required, bachelor’s degree preferred, or a similar combination of education and experience.
• Internet service and access for a hardwire connection to your internet router
• 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
• Experience working in an office environment is also a plus

Knowledge, Skills Abilities:

• Bilingualism – Strong English/French communication, both verbal and written
• Highly developed sense of dedication to customer happiness
• Ability to problem solve customer inquiries via telephone, chat and email
• Demonstrates attention to detail, accuracy and quality
• Interpersonal and leadership skills, ability to organize, prioritize and multi-task
• Outstanding teammate when working with members of the immediate team, as well as, colleagues outside Customer Service, while demonstrating the ability to work independently
• Practices active listening
• Ability to maintain composure and positive demeanor during difficult times
• Proficient PC skills in Microsoft Office, IE, strong typing skills required; able to work in multiple systems concurrently using multiple monitors.

At Thermo Fisher Scientific, each one of our 100,000+ outstanding minds have a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer!