Bilingual Customer Care Representative (French & English)

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients— that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don’t settle for the mediocre. Each of us is driven to help improve patients’ lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

In this role, you will be first point of customer contact regarding such matters as order management, product complaints, service complaints, adverse events, and general inquiries. You will be responsible for initial intake, documentation, and distribution of customer need as required. You will provide independent resolution to moderately complex inquiries and responsible for investigation of problems related to shipment of products, returns, credits and orders.

What you'll do:

Order Management/ Inquiries

• Provides first point of contact for all customer inquiries and product/service complaints through phone, fax, email, or online.

• Provides first point of contact for order entry for home patients and clinics.

• Thoroughly documents all inquiries in adherence with company procedures.

• Redirects complex or specialized concerns to appropriate team for follow up (e.g. – medical inquiries, technical product support) when applicable.

• Expedites customer orders as required.

• Provides guidance and training to department new hires as needed.

• Investigates and resolves problems related to shipment of products, returns, credits, and orders.

• Meets assigned targets related to order/call management. 

Business Support

• Processes and issues credits/returns.

• Sets-up new patients following outlined onboarding process and maintains records.

• Reviews and actions assigned departmental reports.

• Manages patient travel requirements.

• Recovers hardware from patients once they are off the program.

• Builds relationships with cross functional teams and clinics.

• Maintains patient prescriptions/records.

• Attends all required Customer Care meetings/trainings.

• Completes all assigned courses through VLearn platform.

Complaint Management

• Resolves customer questions, and handles requests, where judgment and initiative are required to resolve and/or make recommendations.

• Follows and adheres to company procedures related to complaint management

What you'll bring:

• Minimum High school diploma

• Minimum of 2 years’ experience in customer service

• Bilingual in French and English, Written and Verbal

• Exceptional verbal and written communication skills

• Ability to thrive in a very fast paced environment

• Analytical and business problem solving skills

• Ability to facilitate and manage change

• Strong organizational and interpersonal skills.

• Ability to ask the right questions and lead conversations.

• Ability to interact effectively with all levels of professionals (RNs, patients, other medical professionals).

• Strong ability to multi-task.

• Strong orientation for metrics

Nice to have:

• Bachelor’s degree in life science, health science, Business or related discipline.

• 5 years of customer service experience

• Prior medical device or healthcare experience

Number of openings: 3

Work set up: Hybrid

Existing Opening: Yes

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $48,000 to $60,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

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