Customer Service Account Rep

Title: Customer Service Account Rep (WORD version)

Industry: Medical Instruments

Function: Customer Service

Value-Added Results	Performance Standards
Agreement renewal and retention, and warranty and reimbursable conversion	• Individually or in conjunction with Account Specialist or Service Manager, negotiating custom and/or blanket service agreement options as required. • Following up on all expired agreements. • Promoting new business by contacting X–Y reimbursable customers/month with service agreement product options. • Contacting all customers with instruments under warranty within 5 months to discuss support requirements. • Supporting the achievement of reimbursable product category conversion of 5%, contacting customers with special service product options. • Monitoring monthly CARES data to ensure capture of all internal agreements and certification.
Customer focus and satisfaction	• Handling customer inquiries, taking ownership of the situation on initial call or within agreed-upon time, meeting commitments, using professional and proper telephone etiquette. • Quoting extended service pricing for Customer Service Representatives (CSRs) as requested, but no later than 4 hours from request. • Passing on sales leads (based on information received regarding instrument status). • Keeping field and internal personnel updated and informed of pertinent information relating to agreement renewal and solicit their involvement when needed. • Providing backup to Service Account Coordinator (SAC) when necessary, in the processing of Rep proposals within 8 hours from inquiry. • Following up with customers to ensure commitments are kept.
Administration and system maintenance	• Download Instruments Not Renewed Report monthly into Excel format. • Update Instruments Not Renewed Report Call Log with status and follow-up comments and information as customer calls are made. • Complete monthly SAR report by due date. • Submit monthly financial results the first week after close. • Assist and provide guidance to SAC in the accurate and professional preparation of bids, blanket agreements and quotations. . • Work with coordinators weekly/monthly to resolve items on the suspense report.