Customer Service Representative

The Customer Support Rep I provides exceptional customer service in the healthcare industry. We are the primary contact for rental offerings for therapy surfaces and bariatric products, as well as supporting field service employees and providing capital technical support after hours.

All representatives are expected to answer basic questions about products and/or connect customers with the aligned Clinical Account Manager for billing, pricing, inventory availability, and general order inquiries. The Customer Support Rep I is encouraged to be proficient in all Call Center activities and strong skillset level in technical spaces and to maintain customer satisfaction in a demanding and changing medical field environment. The role will report to the Customer Support Supervisor or Customer Support Manager.

This role is open to remote candidates throughout the US, with preference for candidates within 40 miles of our Batesville, IN office.

Available Shifts (times in EST)

• 8:30am -5pm off Sunday and Wednesday
• 8:30am - 5pm off Saturday and Thursday
• 11am - 7:30pm off on Saturday and Wednesday
• 3:30 - Midnight off on Sunday and Tuesday

• Deliver exceptional customer service while supporting rental therapy surfaces, bariatric products, field service employees, and after-hours capital technical support.
• Serve as a primary point of contact for customer inquiries, answering basic product, technical, and operational questions, providing product information, and connecting customers with Clinical Account Managers for billing, pricing, inventory, and order-related needs.
• Maintain technical product expertise through ongoing training to stay current with product updates, technology changes, and technical applications.
• Accurately handle and resolve customer inquiries over the phone within assigned skill areas while ensuring adherence to customer-specific protocols.
• Identify, escalate, and support the resolution of issues related to call center processes, service and sales functionality, and customer needs.
• Partner with internal teams, including sales and field service, to investigate and resolve customer issues while maintaining high levels of customer satisfaction.
• Consistently meet or exceed quality, adherence, conformance, attendance, and departmental performance expectations and metrics.
• Contribute to customer value, employee value, and shareholder value in a fast-paced, evolving healthcare environment driven by changing customer expectations and product technologies.

• High school diploma or GED required, along with successful completion of new hire orientation and product training.
• Flexibility to work weekends and holidays.
• 2+ years of customer service experience preferred, with healthcare industry experience considered a plus.
• Strong written, verbal, interpersonal, and technical communication skills, with the ability to communicate effectively with both internal and external customers.
• Proficiency with Microsoft Office products and the ability to quickly adapt to new technologies and systems, including Genesys Cloud, JDE, Salesforce, and other applicable tools.
• Strong analytical, organizational, and problem-solving abilities, with exceptional attention to detail and accuracy.
• Ability to multitask effectively, manage competing priorities, and perform successfully in a fast-paced environment.
• Professional, team-oriented individual contributor who works collaboratively with others; bilingual Spanish language skills are a plus.

We understand compensation is an important factor as you consider the next step in your career. At Baxter, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $33,600-$46,200 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Individual pay is based upon location, skills and expertise, experience, and other relevant factors. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.

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