Complaint Management Specialist II

Sparks, Maryland
July 25, 2025
$30 / hour
Contract
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Job Description

Job Summary:

  • Administrative data collection and entry.
  • This role is customer facing with internal and external customers.
  • Communication methods consists of physical mailings, phone calls, emails, and conference calls.

Duties and Responsibilities:

  • Data entry into excel spreadsheet.
  • Contact information collection and documentation.
  • Document information gathered.
  • Ability to triage complex customer inquiries, understand the appropriate parties to resolve, and minimize the number of hand-offs for the customer.
  • Ensures compliance with all Client policies and procedures.
  • Routing the calls to appropriate departments for further assistance.
  • In the event multiple departments are involved, take on the task to resolve then call back the customer.
  • Make Outbound calls to various customers to verify if field action notifications have been received.
  • Able to navigate through large medical facilities to identify correct party to acknowledge corrective action notices.
  • Maintain detail records of outbound calls such as representative names, titles, disposition of any products.
  • Raise any escalated concerns to the next level of management.
  • May perform other duties as required.

Education and Experience:

  • Associate degree preferred.
  • High school degree required.
  • Must have strong Microsoft Excel/Outlook skills.
  • Experienced in customer service or complaint intake.
  • Experience in regulated industry is a plus.

Knowledge:

  • Working knowledge of 21 CFR820, ISO 13485, and other international standards preferred
  • Working knowledge of Canadian Medical Device, Drugs, NHP and CTO regulations preferred.

Skills:

  • Proficiency in Microsoft Office, specifically Word and Excel.
  • Strong Verbal Communication skills.
  • Self-Motivated.
  • Can work with minimal supervision.

Physical Demands:

1. Sitting for Extended Periods:

  • Remote work often involves sitting at a computer terminal for long hours.
  • This sedentary aspect can impact posture and overall health.

2. Computer Use:

  • Using a computer, keyboard, and mouse is a fundamental part of remote work.
  • It’s essential to maintain proper ergonomics to prevent strain or discomfort.

3. Communication Tools:

  • Remote work relies heavily on communication tools like phone calls, online meetings, and video conferencing.
  • These activities may involve sitting, standing, or moving around.

4. Predictable Attendance:

  • Remote workers must maintain regular, predictable attendance, especially during business hours or as dictated by work demands.

5. Noise Levels:

  • The work environment can vary, but moderate noise levels (such as phone calls, online meetings, and computer audio) are common in remote settings.

Work Environment:

  • Onsite Office Cubical – 5 days per week.

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