Customer Care Representative - Inbound Support - Full-time / Part-time

Customer Service Representative

The Customer Care Representatives primary role is to manage inbound calls and emails by providing technical support (including but not limited to warranty service setup, calibration and certification request, and technical product assistance) and order entry service for our most valued asset, our Customers. In addition, the Customer Care Representative will assist cross functional groups within Verathon such as Sales, Finance, and Technical Services, all with the end goal of ensuring our customers have a positive customer experience. These creative, resourceful, and flexible individuals are responsible for managing calls and emails from multiple queues and ensuring department objectives are met while supporting the Verathon portfolio of products and accessories.

You will sit in our Bothell, WA headquarters and report into the Director of Global Customer Care.

Principal Duties and Responsibilities:

• Professionally handle incoming requests from Customers and ensure that all tasks are performed and issues are resolved both promptly and thoroughly
• Enter all customer orders in accordance to provided process and SLAs
• Responding to customers in accordance with established SLAs
• Issue return authorizations (RAs) for repairs and credits under company guidelines.
• Provide follow up contacts to customers as needed
• Phone and email based troubleshooting of medical devices and software.
• Maintain logs, records, and files manually and electronically.
• Other duties as assigned.

Knowledge, Skills, and Abilities Required:

• Requires a 2 year degree or relevant/equivalent experience.
• Requires 3 years of direct technical support experience and a proven desire and ability to be a customer champion.
• Experience with receiving and making calls in a call center or technical support environment.
• Ability to perform and thrive in a continual learning environment.
• Ability to learn and understand FDA and HIPAA regulations to ensure compliance where needed
• Aptitude and/or experience assisting customers with technical support issues such as permissions setting, drivers, error codes, server issues, etc.
• An understanding (or ability to learn) relevant clinical and diagnostic information.
• A lifelong desire to learn
• Excellent verbal and written English skills with ability to type accurately and proficiently.
• Work independently or as a team member with reliable, on-time, and consistent attendance.
• Ability to sit for an extended period; to use computers, desk phone for extended lengths of time

About Verathon:

Verathon is a global medical device company focused on supporting customers by being their trusted partner, delivering high-quality products that endure over time and ensure clinical and economic utility. Two areas where Verathon has significantly impacted patient care, and become the market leader in each, are bladder volume measurement and airway management. The companys BladderScan portable ultrasound and GlideScope video laryngoscopy systems effectively address unmet needs for healthcare providers and meaningfully raise the standard of care for patients. Verathon, a subsidiary of Roper Technologies, is headquartered in Bothell, Washington, and has international subsidiaries in Canada, Europe and Asia. For more information, please visit .



Verathon is an equal opportunity employer and strongly supports diversity in the workplace. We believe that diverse ideas, opinions and perspectives will build a strong foundation for success. In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Verathon will be based on merit, qualifications, and abilities. Verathon does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.