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Job Description:

One of the world's largest and fastest-growing pharmaceutical companies with $2 Billion in annual revenue is seeking a CUSTOMER SERVICE REPRESENTATIVE (CSR)

Summary

Provides telephone customer support services by performing the following duties:

Major Responsibilities:

Receives in-bound communications from facilities, customers, and pharmacy personnel. Document in real-time, call details within CRM with accuracy. Responsible for following the specific dialogue boxes within CRM to obtain pertinent facts, and information. Document concerns relating to the performance and service of the pharmacies as they work with the facilities. CSR will follow-up on all issues, and serves as key point of contact and SME between the client and Company. They are also responsible for ensuring all customer interactions are handled professionally and positively. This ensures customer satisfaction and positive customer experience.

Determines type of inquiry, documenting issue into CRM database, assigning each issue by functional area (e.g., CFS, IV Services, Account Management, and Clinical) for investigation, resolution, and follow-up.

Works with other functional areas to resolve customer issues, documents case information into CRM and the AS400 as required.

Works with Pharmacy Directors, and the CBSO to resolve customer concerns and issues.

Works with associates in other functional areas, regional account management representatives, and regional operations to resolve customer service problems.

Performs other duties as assigned (e.g., Price Quotes, Consultant Pharmacist calls), etc.

Proficient in Microsoft Office.

Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.

Position Qualifications

Education/Learning Experience

Required: High School Diploma or Equivalent

Desired: Associates/Bachelors degree

Work Experience

Required: 1+ years in Call Center/Customer Service

Desired: Previous experience in Healthcare

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values; Benefits organization through outside activities.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

#PCO, #PHARMA

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