Job Description Summary

This position reports to the Customer Interaction Center (CIC) Team Lead and receives and responds to inbound inquiries and communications from internal BD customers regarding matters in the Americas and helps process routing activities in the human capital management system to ensure efficient and effective delivery of services supporting the Americas.

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Responsibilities

• Process inbound Tier 1 Associate Service Center (ASC) Support interactions from customers via both phone and email to include general inquiries, feedback or notification of incidents using call scripts and knowledge base to provide appropriate responses

• Use computerized system for tracking, information gathering, and/or troubleshooting

• Respond to inquiries and resolve problems of basic to moderate complexity

• Document issues and identify appropriate actions to resolve inquiries regarding processes managed by the Americas ASC

• Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in use of direct access tools and the knowledge management portal

• Perform proactive outbound follow-up communications, as necessary

• Execute tasks in accordance with standard operating procedures, including data-entry transactions in Workday or other systems

• Build customer relationships throughout the operations supported by the Americas ASC

• Other tasks as assigned by Sr. Manager, HR Shared Services, or Americas ASC CIC Team Lead, HR Shared Services

Qualifications

• High School Diploma or equivalent; Associate’s Degree or related specialized courses preferred

• 1 to 2 years related experience in a Customer Service or Shared Services environment; Human Resources contact center experience desirable.

• Basic computer proficiency and experience with Microsoft Office suite (Word and Excel)

• Demonstrated customer service orientation

• Experience using a case management system and knowledge portal and navigating a Human Resource Information System

• Proficiency in English and French required

• Ability to resolve routine problems and questions independently

• Ability to pay close attention to details and use time effectively

• Excellent oral and written communication skills with the ability to independently compose routine written communications

• Ability to work in a fast-paced team environment

• Multi-tasking capabilities to manage several caseloads

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of BD while leaving a legacy at the same time. And through the organization’s investment in BD University, you will continually level up your tech skills and expertise.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit https://bd.com/careers

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift