What is the Henry Schein ONE Way? Simply put, we care for each other. We treat each other with respect, kindness, gratitude, and awe. We welcome different viewpoints and encourage creativity. Henry Schein ONE believes that everyone has something amazing and unique to contribute, and we wouldn't be Global Industry leaders today without all the individual contributions that bring our team together.
Our culture strives to provide a place where passion, individuality, autonomy, purpose and diversity succeeds. We strive to let you Schein because when you Schein so do we!
If you are still not sold on how great it is to be a Team Schein Member, then perhaps you need to hear about our Henry Schein Cares programs, team engagements, lunches, and extra wellness benefits. Or that our leadership encourages you to maintain a healthy work-life balance. There are so many perks too numerous to list. If you are intrigued, apply now, our Talent Acquisition team is excited to meet you!
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JOB OVERVIEW: This position is responsible for direct interaction with customers of HSO products and services. Ensure timely and effective customer service expectations are met and/or exceeded at all times. Work toward and assist in the achievement of individual, team and department goals.
KEY RESPONSIBILITIES:
- Answer incoming telephone queue and/or contact customers directly via telephone to assist and/or direct customer issues and/or inquiries, including escalated and complex issues.
- Handle advanced customer escalations, including correspondence, follow up, ownership of issue through resolution, compensation processing and item closure to ensure customer satisfaction with products and services.
- Act as a resource for the department to educate others on processes/procedures and ensure consistency and quality service in customer interactions.
- Process applicable documentation and follow up on customer requests/inquiries through completion, ensuring quality service.
- Document all customer interactions and other pertinent information in applicable databases to provide an accurate record of account history.
- Handle / manage Billing inbox -
- Ensure prompt attention to each email
- Creating cases to ensure everything is documented accurately
- Engage with customer/HSO management/HSO departments and HSInc to troubleshoot, resolve and determine appropriate resolutions and ensure timely follow up
- May assist in on-the-job training of new and existing Customer Service Representative's.
- Perform additional department-specific duties related to the CSR II position.
- Participate in special project and performs other duties as required.
SKILL: Good understanding of the job and apply knowledge and skills to complete a wide range of tasks. Apply acquired knowledge of procedures and external regulations.
COMPLEXITY:
Work on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. May be responsible for making independent procedural decisions.
SUPERVISION:
Work under minimal supervision and receive little to no instruction on daily work, receive general instruction on newly introduced assignments.
MINIMUM WORK EXPERIENCE:
2 or more years of related experience.
PREFERRED EDUCATION:
High School education, vocational training and/or on-the-job training.
GENERAL SKILLS & COMPETENCIES:
- Very good time management skills and the ability to prioritize work and meet deadlines
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with complex issues
- Ability to plan and arrange activities
- Very good interpersonal communication skills
- Very good written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Establish productive working relationships at multiple levels within the organization
SPECIFIC KNOWLEDGE & SKILLS:
- Dentrix product knowledge is a plus
- Knowledge of Great Plains or other finance related software
PERFORMANCE REQUIREMENTS:
Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meeting expectations or consistently exceed expectations.
TRAVEL / PHYSICAL DEMANDS:
Travel typically less than 10%. Office environment. No special physical demands required.
What you get as a Henry Schein One Employee
- A great place to work with fantastic people.
- A career in the healthcare technology industry, with the ability to grow and realize your full potential.
- Competitive compensation.
- Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.
*Benefits may vary by location or status.
Henry Schein One is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.