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Customer Service Representative - Omron - 2/27 in Peoria, IL at HGS

Date Posted: 3/15/2018

Job Snapshot

Job Description

Hours of operation 3 weeks of training 8am to 4:30pm Monday through Friday. After training 10am to 2pm Monday through Friday.


Product Specialists positively and professionally respond to customer contacts received from a variety of sources providing complex or technical customer service. Customer service may include detailed product information, problem identification, needs assessment, and/or sales. Representatives troubleshoot customer issues, researching answers from a variety of tools and background knowledge, including scripts, actual products, product literature, internet, and computer databases.

Omron agents are confident, forward thinking and open minded. Because Omron agents are required to make valid decisions based on the issues in the call, dictated by client protocols, the ability to think outside the box for a successful resolution is critical to ensure customer and client satisfaction and be confident in that decision.


Typically Reports To: Operations Team Leaders

Typical Reports: N/A

Principal Duties and Responsibilities:

  1. Identifies complex or technical problems, assesses needs, or sells products. Diffuses anger, shows empathy, troubleshoots, probes, and engages in active listening. Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
  2. Responds to customer contacts received via incoming calls, Internet, email or white mail in a professional manner to meet or exceed client expectations.
  3. Researches answers from tools provided or background knowledge. Analyzes customer’s needs or issues and selects course of action from many alternatives.
  4. Adapts responses to customers with minimal scripting available. Handles a variety of problems, questions, or situations following established criteria. Operates with discretion within defined parameters.
  5. Accurately data enters customer data for processing of orders and literature requests.
  6. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers.
  7. Performs assigned clerical duties to enhance departmental operations.
  8. Attends on-going training meetings to properly update skills and information.
  9. Omron agents are detail oriented. Because many of Omron’s products are FDA-approved or Class 2 Medical Devices, attention to detail is paramount. Asking customers for all of the caller’s information even on the most basic calls is a requirement. We are FDA regulated and can be audited on the information that the agent captures and verifies.
  10. Omron agents also place customer orders on a third party website. Although we do not sell directly, we are required per call to make appropriate recommendations to the callers on when they should purchase a new unit or part and provide them with the accurate information on the Omron product that will best fit their needs. We also are required to let them know how that the option to purchase from us online for their convenience is available. There are no sales goals in place because we are not a sales account, however, to Omron, this is an extension of customer service and must be done on ever applicable call, so confidence with sales is a plus.
  11. Omron agents are technology aware. Omron is moving quickly in to the Bluetooth arena and while we have a Tier 2 for challenging issues, our agents need to be confident when speaking about applications, syncing, smartphones, data transfer. While these skills can be taught, the confidence to present the information once learned must be present.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Job Requirements

  • High School Diploma or GED
  • Scheduling flexibility
  • Demonstrated customer service and troubleshooting skills
  • Strong communication skills, both written and verbal
  • Data entry skills
  • Positive work history
  • Strong PC skills including ability to use multiple systems at once
  • Ability to multi-task
  • Familiarity with basic skills regarding technology, including basic familiarity with smartphones, downloading an application, and pairing and syncing Bluetooth devices.


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