Customer Service Representative

Job Description: Customer Service Representative
Location: Rochester, NY 14626 (Onsite, 5 days/week)
Duration : 1 year
Schedule: Monday - Friday, multiple shifts available between 8:30 AM - 6:30 PM

Position Overview

Seeking a Customer Service Representative to join our team in Rochester, NY. The Customer Service Representative will act as the first point of contact for customers, providing professional, courteous, and timely support across multiple channels. This role is critical to delivering an excellent customer experience, resolving inquiries, and ensuring customer satisfaction while maintaining compliance with company policies and procedures.

Key Responsibilities

Customer Support

• Handle inbound calls, emails, and inquiries in a professional and efficient manner.
• Provide accurate information regarding products, services, orders, and account status.
• Troubleshoot and resolve customer concerns, collaborating with internal teams as needed.
• Accurately document all customer interactions in the CRM system.

Operational Excellence

• Consistently meet or exceed performance metrics, including response time, accuracy, quality, and customer satisfaction.
• Adhere to established processes while recommending improvements for efficiency.
• Support workload management by assisting peers and contributing to overall team success.

Strategic & Project Support

• Participate in short-term projects, including process improvement, system enhancements, and customer experience initiatives.
• Provide feedback to improve workflows, training programs, and knowledge resources.
• Collaborate with cross-functional teams to test and implement new tools, systems, or procedures.

Other Duties

• Assist with ad hoc tasks as assigned by leadership.
• Maintain a positive, professional demeanor while representing the QuidelOrtho brand.

Qualifications

• Education:
  • High School Diploma/GED required.
  • Bachelor's degree in business or related field preferred (or equivalent experience).
• Experience:
  • 1-2 years in a customer-facing role.
  • Contact center experience strongly preferred.
• Skills:
  • Proficiency in Microsoft Office applications.
  • Strong verbal and written communication skills.
  • Ability to multi-task and manage competing priorities.
  • Composure under stressful situations with strong problem-solving abilities.