Call Center Representative

Call Center Representative

• Location:  On-site in Danvers, MA

Who We Are

Samsung HME America (Healthcare and Medical Equipment) is Samsung’s U.S. medical imaging organization, delivering advanced diagnostic solutions across Ultrasound, Digital Radiography, and Computed Tomography. We lead nationwide sales, marketing, service, and distribution of Samsung’s imaging technologies, partnering with healthcare providers to strengthen diagnostic capabilities, streamline clinical workflows, and support better patient care. Samsung HME America also serves as the global manufacturing center for Samsung’s mobile Computed Tomography (mCT) business, leading the development of advanced CT systems used by healthcare providers worldwide.

Backed by Samsung Electronics’ global technology leadership, our teams work closely with clinicians to translate real-world challenges into innovative imaging solutions. Our culture combines a sense of urgency, customer focus, and clinical collaboration to advance the future of medical imaging.

Role Description

Act as the liaison between our company and its service partners. The successful candidate will be able to accept ownership for effectively directing customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behavior.

Key duties and responsibilities, other duties may be assigned:

• Processing and directing inbound and outbound calls to service personnel in a timely manner
• Following call center “scripts” to determine the disposition of the calls
• Identify customers’ needs, clarify information, research issue, and provide solutions
• Manage large amounts of inbound and outbound calls in a timely manner
• Manage and complete part orders
• Work directly with TSE Teams
• Build sustainable relationships and engage customers by taking the extra steps to ensure resolution
• Keep records of all conversations in our call center database in a comprehensible way
• Become proficient with our call tracking system through ongoing training sessions
• Meet personal/team qualitative and quantitative targets

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education, Skills & Experience

• High School Diploma (Preferred: Associates Degree or higher Preferred in the disciplines of Business Administration, Communications, Marketing, or relative field)
• 1+ years of experience in call center setting preferred
• Previous experience in a customer support role
• Strong phone and verbal communication skills along with active listening
• Familiarity with CRM systems and service practices
• Customer focused and adaptable to different personality types
• Ability to multi-task, set priorities and manage time effectively
• A results oriented, team player, people person
• Self-driven to optimize performance without the need for extensive supervision
• Excellent verbal and written communication skills with ability to work effectively in a demanding, fast paced environment
• Exceptional presentation skills in small and large groups situations

Computer & Analytic Skills

• You must be excellent with technology, be able to present using a laptop computer and be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint; as well as Outlook, Internet Explorer, and Google Chrome

Competencies

• High attention to detail
• Understanding of terminology and ability to share and communicate effectively within the group
• Ability to organize and prioritize tasks resulting in consistent productivity
• Ability to function within and support a fast-paced team environment and build strong working relationships
• Dependable and punctual
• Ability to meet accuracy and productivity goals
• Good problem solving skills, ability to evaluate situations and prioritize factors in decision making
• Self-motivated, utilize available resources for self-improvement and development
• Flexible: able to follow directives and accomplish tasks outside of normal duties

Physical Requirements

• Occasionally lift and /or move up to 25 pounds
• Frequently required to sit; use hands to finger, handle, or feel; reach with hands; and talk or hear
• Must be able to sit for long periods of time 
• The noise level in the work environment is usually mild.
• Specific vision abilities required by this job include Close vision, Distance vision, Peripheral vision, Depth perception and Ability to adjust focus
• Interaction with x-ray devices; for this reason strict safety and tracking programs are in place, requiring the utilization of dose monitoring equipment either full time or as necessitated by situation 

Benefits

We offer a comprehensive benefit package which includes:

• Medical (Blue Benefit Administrators): 5 PPO Plans (with up to 95% employer contribution)
• Dental (Blue Cross Blue Shield): 2 PPO Plans (with up to 80% employer contribution)
• Vision (Blue Cross Blue Shield): 100% company paid
• Short/Long Term Disability, Life & AD&D (The Standard): 100% company paid
• 401k Retirement (Fidelity): 100% company match up to 5%
• Tax Deferred Health Care Savings Programs
• Accident Insurance, Critical Illness, Hospital Indemnity, Pet, Legal, ID Theft 
• Generous paid time off, tuition reimbursement, and more!

Inclusion and Diversity Statement: We are an Equal Opportunity Employer and value diversity at all levels of the organization. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law. We are committed to providing reasonable accommodation to individuals with disabilities throughout the application and employment process. If you require assistance or accommodation, please contact Human Resources.

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