Operations Specialist (Customer Service Representative)

This is where you save and sustain lives

At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You’ll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.

Baxter’s products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.

Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.

Join us at the intersection of saving and sustaining lives— where your purpose accelerates our mission.

Your role at Baxter

• At Baxter, our mission is to save and sustain lives. This position works directly with our patients and medical providers to resolve technical problems that originate by telephone in a call center/help desk remote environment.
• Using specific protocol documents, you will diagnose, identify, and isolate problems based upon the caller’s feedback and may route calls to available specialists in more complex cases. The incumbent answers questions related to alerts/alarms on the medical device the caller is using and guides the caller through to resolution. Will maintain and update medical records and transportation databases. Alerts management to recurring problems for trend analysis.

Your team

• Baxter offers dental and medical insurance, paid time off, parental leave, and more!
• This is a fully remote position.
• This is a second shift position working 12:30PM - 8:30 PM, with off days being Friday and Saturday.

What you'll be doing

• Participates in remote and/or onsite meetings and trainings as needed.
• Once root cause is established, following protocol documents, guides caller through resolution steps or when necessary coordinates the exchange of customer's malfunctioning device.
• Adheres to all environmental, health and safety SOP’s, equipment, policies and procedures, including any department specific requirements.
• Effectively listens and ask questions to identify and troubleshoot medical device issues over the phone while following specific protocol documents in order revaluate the issue.
• Identifies and assist in implementing any changes necessary to manage the accuracy of the troubleshooting trees and reference material.
• Places a high priority on serving the caller and provides efficient and enthusiastic service during each interaction.
• Proactively and continually seeks enhancements to improve customer interface and equipment reliability.
• Documents all caller contact interactions.

What you'll bring

• Previous experience in FDA regulated or medical device industry is a plus.
• Excellent interpersonal and customer service skills
• Excellent verbal and written communication skills
• High school diploma or equivalent required. Associates degree preferred.
• Must have and maintain reliable broadband high-speed internet connection
• Strong time management/multi-tasking skills and the ability to work in a remote call center environment
• Intermediate software application skills required
• 1+ years of call center or customer service experience preferred.

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 our employees, and we strive to be more transparent with our pay practices. To that end, this position has a base salary range of $33,000 to $76,000. The above range represents the expected base salary range for this position. The actual salary may vary based upon several factors including, but not limited to, relevant skills/experience, time in the role, business line, and geographic/office location.

The successful candidate for this job may be required to verify that he or she has been vaccinated against COVID-19, subject to reasonable accommodations for individuals with medical conditions or religious beliefs that prevent vaccination, and in accordance with applicable law.

Equal Employment Opportunity

Baxter is an equal opportunity employer. Baxter evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
EEO is the Law
EEO is the law - Poster Supplement
Pay Transparency Policy

Reasonable Accommodations
Baxter is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information.

Recruitment Fraud Notice
Baxter has discovered incidents of employment scams, where fraudulent parties pose as Baxter employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.