Product Complaint Rep II

Job Description

REQUIREMENTS

• High School Diploma or Equivalency
• 1-3 years of experience in a customer service or administrative role
• Must be able to sit/stand for 8 hours a day

Preferred Qualifications:

• Basic computer skills
• Great customer service skills
• Ability to communicate both written and verbally
• Strong sense of urgency

RESPONSIBILITIES

• Complete non-reportable rationales during regulatory review.
• Review records for accuracy and completion prior to closure.
• Maintain problem logs to identify and report recurring issues to quality assurance management and product development to ensure complaints are handled in a timely, compliant fashion.
• Serve as initial point of contact for product complaints.
• Escalate all product complaints within company guidelines to proper management.
• Document and track contact information from reported issues andproblems in accordance with company guidelines and externalregulatory requirements.
• May collaborate with other internal groups to respond to productinquiries and issues.
• May directly answer telephone “hot line” and written or Internet-based inquiries regarding company products.
• Present data to applicable government agencies and completerequired paperwork.
• Perform other related duties as required by management.

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