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Customer Care Training Associate

Req #: 180003QI_en
Location: Mississauga, ON CA
Job Category: Supply Chain
Date Posted: 2/7/2018 3:11:52 PM
Baxter International

Description

Baxter provides a broad portfolio of essential renal and hospital products, including home, acute and in-center dialysis; sterile IV solutions; infusion systems and devices; parenteral nutrition; surgery products and anesthetics; and pharmacy automation, software and services. The company’s global footprint and the critical nature of its products and services play a key role in expanding access to healthcare in emerging and developed countries. Baxter’s employees worldwide are building upon the company’s rich heritage of medical breakthroughs to advance the next generation of healthcare innovations that enable patient care.

 

Applies subject matter expertise and technical subject matter expertise to the customer service training provided to customer care staff in order to ensure gold standard customer service is delivered to both institution and home patient customers/patients.

• Plan, design and deliver product and customer service training to new hires.   

• Develops and deploys on-going refresher training and support to customer care representatives on process and systems

• Quality monitors all customer care representatives during the training process and provides feedback to their team supervisors as required

• Consistently reviews training requirements and assists in updating training manuals in accordance with the demands of the department

• Identifies areas of best practice and holds group and individual training sessions to improve/enhance customer interaction

• Assist Trainer with ensuring training records are up to date and relevant

• Assist Trainer with ISO Train Administration for Customer Care and assigning the appropriate training module/curricula for new hires or employees transferring into new role

• Assist with Customer Care communications (general announcement, product knowledge, process/system change etc.) are provided to the team in an accurate and timely manner

• Assist with the implementation of Customer Care Knowledge Base Management

• Consistently work with the Trainer and Customer Care Team to capture opportunities, build/design training to address all training knowledge/training gaps

• Develop and manage databases, as needed. Track, analyze, and communicate database information to appropriate business units and functional representatives.

• Manage system development and upgrades as it relates to Contact Centre Systems (i.e. JDEdwards)

• Act as JDEdwards subject matter expert within the Customer Care Centre.

• Understands and applies corporate and departmental SOP’s/work instructions; Develop and update SOP’s/work instructions as needed.  Contributes new ideas to improve the customer experience, increase phone service levels, and enhance troubleshooting procedures. 

• Updates departmental work instructions as directed by manager.

• May manage or assist with the development, production, distribution, and maintenance of informational resources

Qualifications

Education Level

Required:

•  Bachelor’s degree or equivalent experience/certification in Adult Education

 

Type of Education

Required:

•  Business or Education

Preferred:

•  Health Sciences

•  Technical

•  Adult Learning

 

Type of Experience

Required:

• Minimum of 5 years’ customer service or a minimum of 3 years technical service experience preferably in a call center environment.

Preferred:

• Minimum of 2 years in training and development in a Call Centre environment.

 

Years of Experience

Required:

• Minimum of 5 years’ customer service or a minimum of 3 years technical service experience

Preferred:

• Minimum of 2 years in training and development in a Call Centre environment. 

 

Additional Skills / Special Training / Technical Skills Required

Required:

• Strong team player, willing to share knowledge with others.

• Exemplary interpersonal and relationship building skills.

• Excellent communication skills-verbal and written.

• Strong analytical and critical thinking capabilities.

• Proven technical and troubleshooting ability.

• Ability to effectively use software applications related to job function.

• Strong Word, Excel, PowerPoint, Access experience.

• Strong presentation skills.

• Ability to effectively interact with all levels of the organization, as well as with internal and external customers.

• Strong project management and organization/prioritization capabilities.

• Ability to work independently. 

• Strong familiarity with multiple Baxter products and technical capability to assist in troubleshooting product inquiries with minimal supervision.

Preferred:

•  Bilingual French and English

•  Training and/or adult learning experience

 

A Career That Matters

Baxter’s employees are united in a mission to save and sustain lives. We are passionate about applying scientific innovation to meet the needs of the millions of people worldwide who depend on our medically necessary therapies and technologies. We focus on increasing access to healthcare, innovating in crucial areas of unmet need, and pursuing creative collaborations that bring our mission to life for patients every day

 

Thank you for your interest and application to Baxter.  All applications will be reviewed and those candidates selected for consideration will be contacted directly.

 

Baxter is committed to creating and maintaining a barrier-free environment for all employees and customers. We believe in integration and equal opportunity and we are committed to treating all people with dignity and respect.

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