When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Location Specific Information
You will work in a call center environment at our call center facility on John's Creek Court in Suwanee, GA. Our site is open Monday - Friday from 7:00am - 8:00pm. 

How will you make an impact?
As a Customer Care Representative (CCR), you will utilize your exceptional customer services skill to provide prompt and accurate information to our customers. You will interact with customers via inbound call or email to address requests regarding products and services as well as providing solutions to any issues.

What will you do?

• Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations.
• Answers product or service inquiries, and support customer in facilitating communication for technical assistance as required
• Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
• Accountable for resolving customer complaints (First Call Resolution) and escalates issues as appropriate.
• Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy etc.)
• Increases revenue by participating in up sell and cross-sell opportunities.
• Stays abreast of new processes and initiatives within the company

How will you get here?
Education

• High School diploma or equivalent required

Experience

• Must have previous customer service experience
• Experience working in an office environment is preferred
• Prior call center experience a plus

Knowledge, Skills, Abilities

• Must be able to type 35 wpm
• Our site is open 7:00am - 8:00pm, you must be flexible to work an assigned 8 hour shift in this time frame.
• Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet) required.
• Great attendance record.
• Excellent interpersonal skills/friendly and outgoing personality, and enjoys assisting others.
• Demonstrates superior communication skills including probing, active listening and written skills.
• Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
• Proactive problem solving and decision-making.
• Demonstrates attention to detail and quality.
• Organization and planning skills in order to meet customer commitments in a fast paced environment.
• Ability to learn and apply new information.
• Works independently and demonstrates resourcefulness.

At Thermo Fisher Scientific, each one of our 70,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.