Customer Service Contact Center Rep

Company Overview

Embark on an enriching journey with PROCEPT BioRobotics, where our vision, mission, and values guide everything we do as a company. We are committed to revolutionizing treatment for benign prostatic hyperplasia (BPH, otherwise known as prostate gland enlargement) through innovation in surgical robotics. As our company succeeds and grows, we improve the quality of life of patients, provide more effective treatment options for surgeons, uphold the trust of our shareholders. That starts with a commitment to our People with a focus on creating an evolving landscape for your career, brimming with transformative opportunities that provide continuous career growth opportunities.

The Opportunity That Awaits You:   

We are on the lookout for a dynamic and passionate Customer Service Contact Center Representative to join our high-performing team. The ideal candidate is a customer-centric professional who excels in a fast-paced environment and is dedicated to providing outstanding support to our customers, distributors, and field teams. This pivotal role is key to building strong relationships and ensuring an exceptional customer experience throughout our organization, making a significant impact on our success. If you are ready to contribute to a culture of excellence and drive meaningful interactions, we want to hear from you!

• Frontline Excellence: Serve as the primary contact for inbound calls, delivering outstanding customer service that exceeds expectations.
• Performance Metrics: Meet or exceed key performance indicators while ensuring high-quality interactions.
• Inbox Management: Efficiently manage the Customer Service Inbox, ensuring timely routing of inquiries to the appropriate teams/shared boxes
• Order Management: Assist customers with order placement, shipment tracking, and resolution of any order-related issues, in addition to processing of initial Trunk Stock Orders for field representatives.  
• Data Accuracy: Maintain meticulous records within our CRM and ERP systems, ensuring data integrity, including overseeing service documentation and ensuring all information is up-to-date and accurate.
• Issue Resolution: Proactively reconcile shipping and invoicing discrepancies to enhance customer satisfaction and diligently log Customer Experience Cases in the CRM as necessary.
• Effective Communication: Build strong relationships with customers and distributors, responding to inquiries with enthusiasm and professionalism.
• Product Knowledge: Strong understanding of company products, services, and policies.
• Quality Assurance: Uphold Standard Operating Procedures, suggesting improvements to enhance service quality.
• Regulatory Compliance: Maintain compliance with PROCEPT BioRobotics Quality Management System and EHS policies, ensuring all processes meet regulatory standards.

• Work Shift: Available to work from 8 AM to 5 PM PST, with flexibility for overtime as required.
• Location: Available to come into the office in San Jose, CA once a week or as required.
• Availability: Capable to serve as a Call Center agent, promptly responding to calls attentively and without disruption or distraction
• Education: BA/BS preferred or equivalent combination of experience and education.
• Communication Skills: Ability to convey information clearly and professionally across diverse audiences, including healthcare professionals and internal teams.
• Technical Proficiency: Proficient in using computer systems and applications, with a quick aptitude for learning new technologies.
• Proactive Problem-Solver: Demonstrated ability to identify issues and propose effective solutions in a timely manner.
• Service Mindset: A genuine passion for providing exceptional service and resolving customer issues.
• Multitasking Ability: Proven ability to manage multiple tasks and requests in a high-pressure environment.

• Professional Experience: 3+ years in Customer Service or order processing preferred.
• Experience: Previous call center experience preferred; experience in life sciences or healthcare is a significant plus.
• Technical Skills: Familiarity with Salesforce and QAD or other CRM/ERP systems is highly beneficial.
• Regulatory Awareness: Experience in a regulated (FDA) environment is a plus.

For US-Based Candidates Only

Work Authorization Status: Citizen / Permanent Resident

For this role, the anticipated base pay range is $30-$36an hour

Plus, eligibility for an annual bonus and equity/RSUs

Understanding PROCEPT's Culture

At PROCEPT, we believe every person matters. Every employee, every patient, every caregiver. Because we are here to create a revolution, and we believe in doing that by innovating everywhere with pathological optimism. We believe in being humble and highly engaged in the work we do, while also working together seamlessly for a common goal. At Procept, curiosity, ingenuity and conviction in the power technology will transform the lives of our patients and providers.

And this doesn’t happen by accident. It starts with our live induction program that serves as an incubator for cross-functional team building, an immersion in Procept’s history, jam-packed interactive sessions with executive leadership and a crash-course in the mission and purpose of what we do. It continues with our one-of-a-kind management program designed to build the best managers in the industry, where our people managers across functions come together to exchange ideas and grow, as both managers and learners, in an environment that challenges, supports and broadens.

We are fueled by the opportunity to give people their lives back. And we believe that it begins with YOU! At Procept, we push beyond just finding a work/life balance, we strive to find a work/life blend, a professional world that you are honored and impassioned to belong to, one that you can proudly share with your family, friends, and acquaintances.

An opportunity at PROCEPT BioRobotics won’t just be about finding a job. It will be an opportunity for you to join a community devoted to making a difference in this world!

BENEFITS OF WORKING AT PROCEPT! 

PROCEPT’s health and wellness benefits for employees are second to none in the industry. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. We offer a comprehensive benefits package that includes full medical coverage, wellness programs, on-site gym, a 401(k) plan with employer match, short-term and long-term disability coverage, basic life insurance, wellbeing benefits, flexible or paid time off, paid parental leave, paid holidays, and many more!

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

PROCEPT BioRobotics is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind on the basis of race, color, national origin, religion, gender, gender identity, sexual orientation, disability, genetic information, pregnancy, age, or any other protected status set forth in federal, state, or local laws. This policy applies to all employment practices within our organization.

PAY RANGE TRANSPARENCY

Procept is committed to fair and equitable compensation practices. The pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings for commissionable roles. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to job-related skills, depth of experience, relevant certifications and training, and specific work location. Based on the factors above, Procept utilizes the full width of the range. The total compensation package for this position may also include eligibility for annual performance bonus, equity, and the benefits listed above.

WORK ENVIRONMENT

We’ll provide you training for, and ask you to maintain trained status for, and comply with, all relevant aspects of the PROCEPT BioRobotics Quality Management System to ensure product and support regulatory compliance. We would also ask you to understand and adhere to the PROCEPT BioRobotics Quality & EHS policies.