Lucira Health

About Lucira Health

Lucira Health is a medical technology company focused on the development and commercialization of transformative infectious disease test kits. We have developed a testing platform that produces centralized-laboratory-accurate molecular testing in a single-use and consumer-friendly test kit that is powered by two AA batteries and fits in the palm of a hand. Our LUCIRA Check It (OTC) and LUCIRA COVID-19 All-In-One Test Kit (Rx) are designed to provide a clinically relevant COVID-19 result within 30 minutes from sample collection.

Summary

The International Customer Service Specialist will assist our distributors in setting up best practices for customer service, as well as take on escalated customer issues, including being the liaison between Lucira Health and our customers and distributors. Additionally this position will be their main point of contact to ensure that our distributors are well versed in our product, process and any marketing promotions.

Responsibilities

  • Answers distributor inquiries regarding warranty, policies, pricing, process or any questions that involve providing customer support
  • Becomes a subject matter expert in Lucira's product, system and complaint resolution
  • Ensures compliance of our distributor partners with our regulatory policies
  • Works closely with their customer support to drive alignment, provide training and support escalations
  • Keeps constant communication with stakeholders like Regulatory, Quality and Compliance to ensure that proper procedures are being followed and maintained
  • Supports in IT ticket creation and follow up to make sure technical issues are resolved promptly
  • Facilitates in customer returns, refunds, complaints and escalations
  • Helps create and maintain knowledge management content
  • Supports in the creation and review of reports that will call out trends that require immediate action and helps drive improvement
  • Becomes the voice of the customer and support Lucira Health customer relationships by tracking surveys and bringing attention to opportunities to improve the customer experience
  • Trains and develops junior team members as needed in topics like product updates, ticket handling and other subjects as needed

Competencies

  • Strong written & verbal communication skills, a sharp eye for detail, research skills, and the ability to work under strict deadlines
  • Strong interpersonal skills and ability to work well in a dynamic team environment. Communicates equally well within the team & across partner teams
  • Comfortable working autonomously with little direction

Qualifications

  • BA/BS degree or equivalent experience
  • 3 years of experience supporting customers with preference in a high-volume medical products company
  • Experience working with stocking distributors both in a domestic and international setting
  • Health Care background and working with BPO is a plus
  • Bilingual English-Spanish is a plus
  • Experience with Zendesk and/or NetSuite preferred

Lucira Health is an equal opportunity employer and is committed to a diverse workforce. Employment decisions regarding recruitment and selection will be made without discrimination based on race, color, religion, national origin, gender, age, sexual orientation, physical or mental disability, genetic information or characteristic, gender identity and expression, veteran status or any other consideration made unlawful by federal, state, or local law.

Lucira Health
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