Senior Complaint Management Specialist

Overview

Job Description: Pay Range: $30.07hr - $33.07hr

• The Complaint Management Specialist II is responsible for handling customer complaints, documenting information accurately, and coordinating with internal teams to ensure timely and effective resolution.
• This role focuses on compliance, customer communication, data accuracy, and escalation management while maintaining detailed records and adhering to regulatory and internal quality standards.

• Perform data entry into Excel spreadsheets.
• Collect and document customer contact information.
• Accurately document all information gathered during complaint handling.
• Triage complex customer inquiries and identify appropriate parties for resolution while minimizing hand-offs.
• Route calls to appropriate departments for further assistance.
• Take ownership of resolution when multiple departments are involved and follow up with customers.
• Make outbound calls to customers to verify receipt of field action notifications.
• Navigate large medical facilities to identify the correct contact for acknowledgment of corrective action notices.
• Maintain detailed records of outbound calls including representative names, titles, and disposition of products.
• Escalate concerns to the next level of management when required.
• Perform other duties as assigned.

• Proficiency in Microsoft Word and Excel.
• Strong verbal communication skills.
• Self-motivated with the ability to work independently.
• Ability to work with minimal supervision.

• Working knowledge of applicable quality and regulatory standards.
• Familiarity with international medical device and regulatory requirements.

• Relevant experience in complaint management, customer service, or a regulated industry environment.

• Ability to sit for extended periods while working at a computer.
• Regular use of computer, keyboard, and mouse with proper ergonomics.
• Ability to participate in phone calls, virtual meetings, and online communications.
• Maintain predictable and regular attendance during required business hours.
• Ability to work in environments with moderate noise levels such as calls and virtual meetings.