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.
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.
Our 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 40 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?

EDUCATION

• High school graduate, 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.
• Prioritizing and time management skills with ability to prioritize and multi-task while maintaining accuracy and quality in your work.
• 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 with the ability to maintain composure and a 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.

• 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?