Specialist, Complaint Intake II
Core
Triaging customer complaints across multiple channels, identifying complaint codes, and coordinating logistics for samples and replacements.
Role type
Specialist, Complaint Intake
Builds
Complaint intake workflows and customer resolution outcomes
Domain
Healthcare / Consumer Health
Deliverable
client delivery
Required skills
complaint triage, data entry, complaint code identification, sample logistics coordination, stakeholder partnership, escalation handling, product subject matter expertise, replacement/credit/warranty claim processing, translation services, reply letter drafting
Preferred skills
Associate Degree, 3-5 years call center experience, healthcare setting experience
Technologies
OneTrack
Responsibilities
Completes intake process via phone, email, and OneTrack; conducts initial assessment for missing information; identifies complaint codes; coordinates complaint sample logistics; partners with internal stakeholders for adverse events; handles escalated complex complaints; serves as Subject Matter Expert for designated products; decides and processes replacement, credit, or warranty claims; leads translation services for reporting; identifies and sends reply letters to customers.
Seniority
Mid-level Specialist