About Dexcom:
Founded in 1999, Dexcom, Inc. provides continuous glucose monitoring technology to help patients and their clinicians better manage diabetes. Since our inception, we have focused on better outcomes for patients, caregivers, and clinicians by delivering solutions for people with diabetes - while empowering our community to take control of diabetes.

Position Summary:
The Customer Escalation Representative has a significant role at Dexcom. The primary responsibility is to ensure customer complaints are identified, logged and handled timely in an effort to increase customer satisfaction. The duties are but not limited to: calling dissatisfied customers ordering thru distributors or pharmacy channels, identify and resolve social media concerns, tracking, logging and reporting of complaints back thru the organization and handling and resolving those complaints to Leadership.

Essential Duties and Responsibilities:

• Handle, resolve, document, and follow-up on customer escalations


• Calls customers with a detractor CSAT rating to identify and resolve their concern


• Assist with coaching of department staff, distribution and pharmacy channels to improve the customer experience


• Coordinate escalation resolution efforts across departments


• Utilize software to monitor social media to help identify unsatisfied customer and resolve in a timely manner


• Works cross functionally with other department on customer escalation matters


• Responds to voicemails and emails timely


• May be required to explain Continuous Glucose Monitoring to patients, discuss how it works, and describe the functions and supplies that go with CGMS, and insurance coverage for CGMS


• Clearly documents all correspondence in the company database


• Troubleshoots and seeks solutions to problems related to questions and concerns over health insurance coverage and other general questions


• Other duties assigned

Required Qualifications:

• Knowledge of Microsoft Word, Excel, Outlook


• Strong customer service skills

Preferred Qualifications:

• Knowledge of Diabetes


• Knowledge of medical insurance


• Experienced in working customer escalations

Experience and Education Requirements:

• Typically requires a minimum of 4-6 years of related experience and High School diploma/certificate or equivalent.

Travel Required:

• None

Functional Description: Support Individual Contributor

Serves as the primary contact for various customer accounts including pharmacies, HCP, and customers. Acts as a liaison between the client and departments within the company and business affiliates to convey pertinent information. Directly resolves customer inquiries related to product specific questions and provides information on how to obtain product. May conduct benefits investigations. Develops and maintains knowledge base for all products and services offered and has a general understanding of the industry and market knowledge.

Functional/Business Knowledge:

• Has obtained a broad understanding and knowledge of the job to perform a wide-range of tasks.


• Applies job skills and company policies and procedures to complete a variety of tasks.

Scope:

• Job requires the performance of work in accordance with standard practice, which enables the employee to proceed with reference of only questionable cases to the supervisor.


• Assignments are moderately complex in nature where ability to recognize deviation from accepted practice is required.


• Information exchanged may require diplomacy and tact.

Judgement:

• Normally receives little instruction on daily work, general instructions on newly introduced assignments.


• Nature of decisions demands a consistent accuracy as errors may cause some serious delay, waste of materials or loss of time due to rework or checking revised output.

Language Skills: Must be able to communicate effectively in English. Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Talent Acquisition at talentacquisition@dexcom.com.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.