Customer Care Specialist

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Are you passionate about people and driven by the impact you can make? At Dexcom, our Customer Care Support team is at the forefront of empowering health.  The queries, feedback and information that we get from having direct interaction with customers and patients lead to insights in making our product and services better in addressing the need.  We are looking for an energetic and detail-oriented person to join our e-Commerce Customer Support team.

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of something extraordinary.

Where you come in:

• Manage both incoming and outgoing communication (chat, email, phone), assisting customers with any questions or inquiries around e-Commerce process including order and subscription management, payment processing, order delivery exceptions, and product education.

• This includes demonstrating the company mission through our interactions with empathy and the ability to communicate with confidence, clarity, and product/process/industry knowledge. 

• Troubleshoot and resolve customer issues using desktop applications.

• Work with confidential customer information and treat it sensitively.

• Adhere to all client and regulatory compliance laws.

• Document all customer interactions.

• Engage leadership for support, when appropriate (involve to resolve).

What makes you successful:

• Your strong written and verbal communication skills is a necessity. Communication must be clear, organized, and professional.

• You need to have logical problem-solving skills.

• Your flexibility and availability to work various shifts is critical to your success and therefore it is important that your attendance is predictable and reliable.

• Windows operating systems, Salesforce, and Genesys will be your main tools of use.

• It would be additionally valuable if you had:

  • 4 years of customer service and medical device experience in an omnichannel contact center environment that includes chat, email, and phone

  • Excellent oral & written communication skills

  • Some Technical background

  • Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to customer success

  • Extensive knowledge of Dexcom products and therapy

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefits program.

• Growth opportunities on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-5%

Experience and Education Requirements:

• Typically requires a minimum of 2-4 years of related experience and a High School diploma/certificate or equivalent

 

Flex Workplace: Your primary location will be a home office. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site (typically 75 miles/120km).

#LI-Hybrid

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.