OraSure Technologies Inc. (OTI) empowers the global community to improve health and wellness by providing access to accurate, essential information. Our ability to positively affect change is powered by the innovative tools and diagnostics we deliver to the market.
Together with its wholly owned subsidiaries, OTI provides its customers with end-to-end solutions.It’s first-to-market, innovative products include rapid tests for the detection of antibodies to HIV and Hepatitis C (HCV) on the OraQuick® platform; sample self-collection and stabilization products for molecular applications; and oral fluid laboratory tests for detecting various drugs of abuse.
Overview
Here at OTI our innovative sampling tools and diagnostics unlock access to accurate, essential information that advances global health and well-being. Our products include molecular sampling kits for the genome and microbiome, and rapid diagnostics for infectious disease. Part-Time remote Customer Care Representative to work Saturday and/or Sunday from 8AM to 8PM and occasional Holidays. Customer Care Representative will communicate with customers through various channels to provide product and service information, quickly identify customer needs, and forward complaints to the relevant department.
They work independently, meet deadlines, and excel in clear communication (both written and verbal), emphasizing accuracy and the establishment of lasting customer relationships.
Snapshot of Responsibilities:
- Answer and document incoming calls made to the customer care phone lines in SalesForce and field questions regarding our products as needed. Handle customer questions, complaints, and billing inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution.
- Responsible for improving customer retention through programs and service provided to the customer.
- Responsible for the daily processing of domestic and international inquiries and orders received by phone, mail, fax, email, and EDI, while maintaining a low error rate. Enter orders into SAP ERP systems. Expedite orders as needed, based on product availability, including credit card payments for orders or open invoices.
- Interface with Operations, Finance, Accounting, etc. regarding special customer needs, returned goods, shipping methods, and discrepancies.
- Interface with the Sales team regarding customer problems, messages, free goods, etc.
- Continually maintain working knowledge of all company products, services and promotions.
- Performs other duties and tasks assigned by management.
What You Bring:
- One to two years college or equivalent experience with 1-2 years customer service or related business experience.
- A reliable and high-speed internet connection is necessary for seamless communication while working remotely.
- Strong oral and written communication skills are required to communicate effectively with external and internal customers.
- Strong analytical skills, with the ability to manage competing priorities, multi-task and work independently
- Detail-oriented with strong organizational, communication and execution skills are required.
- Ability to work in a team environment and adapt to changing requirements, deadlines and initiatives
- Proficient knowledge of Microsoft Office applications, Customer Relationship Management Tools and Internet tools. Familiarity with SharePoint, OneDrive, and Teams.
- Working knowledge of SAP/ERP desirable.
- Travel may be required to support local sites within a 10-mile radius. Additional limited travel upon request may be required for training, audits, or collaboration with other company locations or external partners.
$25 - $25 an hourOTI encourages applications from all qualified candidates who represent the full diversity of the communities in which we operate. We apply a rigorous, consistent, and equitable standard to the assessment of all candidates, regardless of race, color, national origin, sex (including pregnancy), sexual orientation, gender identity, disability status, age, religion, veteran status or any other protected characteristic. We are committed to creating a diverse and inclusive environment where all employees are welcomed and belong. What we have to offer:- Tiered Medical PPO, EPO, Vision and Dental coverage - Disability and Life Insurance Benefits - Generous 401K plan and company-matching contributions - Highly competitive paid time-off - Maternity Leave and Parental Leave Coverage - Employee Referral Program – you may be eligible for a cash bonus if your referrals are hired - Employee Assistance Program - Employee Service Recognition - Job-related Training Programs - Ability to participate in Teams, Committees, Events and Clubs - Depending on the role you may be eligible to work in a hybrid environment or fully remotely - Free Onsite Parking Please note, the above applies to full-time permanent positions.
Culture, People & Community
OTI recognizes that the long-term health of our business is directly connected to the health of the planet, local communities and OTI employees. - LIVE IT Committee – committed to creating an environment that embodies our values - All Means U: Employee Committee on Belonging hosts various events across all company locations such as monthly book club and mentorship program - Wellness Committee empowers colleagues to make critical decisions to improve and protect health - Sustainability Committee aims to minimize impact on the environment - Social Committee who organize and run events for both remote and onsite employees, to create connection and community At OTI, we have a clear vision; cultivate an environment of equal employment opportunity where we do not tolerate discrimination or allow the harassment of employees or applicants on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by law with regard to any employment practices. OTI aims to create and foster workplaces that reflects and contributes to the global communities in which we do business and the customers and partners we serve.
This includes all communities impacted by our corporate presence. As part of this commitment, OTI and its subsidiaries will ensure employees and applicants are provided reasonable accommodation per request. If you require disability-related accommodation during the recruitment process, please contact Rebecca Zeleney at rebecca.zeleney@dnagenotek.com. OTI will consult with all applicants who request disability-related accommodation during the recruitment process to ensure that the accommodation provided takes into account the applicant's individual accessibility needs. Apply for this job
