[Hiring] Call Triage Support and Dispatch Associate @Bayer

Role Description

This is an AFTER-HOURs role. Shift is 10:30pm-7am EST - Sunday through Thursday. Also, due to after-hours, it can be REMOTE. Candidate can reside in any of the US states.

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
• Escalating more complex issues to the appropriate level of support within other areas of the Customer Response or other Solution Delivery Squads
• Supporting general call inquiries
• Part order processing
• Supporting resolution of customer inquiries regarding parts and service dispatch
• Updating and accurately maintaining data in SAP and CRM systems

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

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

Benefits

Employees can expect to be paid a salary between $49,541.00 to $74,311.00. Additional compensation may include a bonus or incentive compensation (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc.

This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

This posting will be available for application until at least 1-5-26.

Contact Us

• Email: [email protected]