QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with fast, accurate and consistent testing where and when they are needed most – home to hospital, lab to clinic.
Our culture puts our team members first and prioritizes actions that support happiness, inspiration and engagement. We strive to build meaningful connections with each other as we believe that employee happiness and business success are linked. Join us in our mission to transform the power of diagnostics into a healthier future for all.
At QuidelOrtho, we’re advancing the power of diagnostics for a healthier future for all. Join our mission as a Workforce Optimization Specialist in Rochester, NY. The Workforce Optimization Specialist supports the day-to-day operations of our Customer Service team, ensuring smooth workflows and exceptional customer experiences. Representing QuidelOrtho, you’ll play a key part in driving service excellence and compliance through proactive support and leadership. This position reports to the Manager, Learning & Development and is office based in Rochester, NY.
Responsible for supporting day-to-day customer service team operations. Key activities include supporting team inquiries, assisting with customer escalations, managing daily workload volumes and employee schedules.
All interactions with our customers are to be handled in a professional, helpful and timely fashion to ensure the highest quality of customer satisfaction and ensuring attention to compliance requirements.
Requires quick decision-making skills, attention to detail, leadership skills and managing conflicting priorities.
This role is a direct representation of QuidelOrtho and is responsible to assist in developing and leading initiatives that provide timely and proactive customer service to key customers, assisting with new hire and on going trainings, assisting with quality monitoring, and providing on-going coaching to the team.
Daily responsibilities include customer escalations, quality monitoring, call coaching, and training.
May be required to work holidays, weekends and overtime.
Perform other work-related duties as assigned.
Required:
Education: High School Diploma required
Experience: Minimum 1 year in a customer facing role or equivalent experiences
Strong ability to multi-task and manage competing priorities
Skilled at handling pressure with professionalism and poise
Proficient in Microsoft Office applications
May be required to work holidays, weekends and overtime.
This position is not currently eligible for visa sponsorship.
Preferred:
3 years in a customer facing role or equivalent experiences
Excellent communication skills, both written and verbal.
Strong proficiency in Microsoft Office Suite, particularly Excel.
Ability to manage multiple tasks and prioritize effectively.
Experience in customer service or related field preferred.
Detail-oriented with a commitment to accuracy and quality service delivery.
Internal Partners: Frequent interactions with the following organizations to meet customer needs and investigate issues: Supply Chain, Field Sales, Contracting, Credit Management, Technical Support.
External Partners: May require interactions with external customers, distributors, and strategic partners.
The work environment characteristics are representative of an office environment.
This is a primarily office-based position requiring prolonged periods of sitting and working at a computer, repetitive movement of hands, light grasping, talking, close and intermediate visual acuity.
The salary range for this position takes into account a wide range of factors including education, experience, knowledge, skills, geography, and abilities of the candidate, in addition to internal equity and alignment with market data. At QuidelOrtho, it is not typical for an individual to be hired at or near the top range for their role and compensation decisions are dependent on the facts and circumstances of each case. The salary range for this position is $60,000 to $80,000 and is bonus eligible. QuidelOrtho offers a comprehensive benefits package including medical, dental, vision, life, and disability insurance, along with a 401(k) plan, employee assistance program, Employee Stock Purchase Plan, paid time off (including sick time), and paid Holidays. All benefits are non-contractual, and QuidelOrtho may amend, terminate, or enhance the benefits provided, as it deems appropriate.
QuidelOrtho believes in Equal Opportunity for all and is committed to ensuring all individuals, including individuals with disabilities, have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or any other protected characteristic. QuidelOrtho is also committed to providing reasonable accommodations to qualified individuals so that an individual can perform the duties. If you are interested in applying for an employment opportunity and require special assistance or an accommodation to apply due to a disability, please contact us at recruiting@quidelortho.com
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