Customer Support Specialist

The Customer Support Specialist is responsible for providing an authentic, world class “White Glove” customer experience to our client’s customers through a variety of channels via phone, email, text (SMS), and chat with the phone as the primary focus and channel. The role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources.

Program types include, but or not limited to, support of Hospital Inpatient Free Trial Programs. The Free Trial Program provides an online web service channel for pharmacists to enroll, order and receive Program Product as per the client business rules. Customer Service Specialist receives or makes calls to pharmacists (RPh) needing assistance with registration, log on, validation information and ordering free trial units, for both desktop and mobile platforms.

KEY RESPONSIBILITIES:

• Respond to customer inquiries and requests through phone communication (calls, chat, SMS) and email

• Represent a diverse range of programs and brands with expertise, positivity, and a can-do attitude by addressing questions about orders, accounts, products, services, and website navigation assistance

• Encourage customers use of online tools and create a positive user experience by removing barriers to usage by proactively reaching out to customers along their customer journey

• Identify customer needs, ask effective questions, guide conversation, and investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution

• Determine when an issue must be escalated and to whom it should be escalated

• Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary

• Accurately and completely record information within CRM and update systems appropriately

• Share feedback about customer request trends and overall suggestions for improvement with supervisor

• Handle potentially negative situations with customers with tact and diplomacy. De-escalate concerns proactively

• Be flexible, organized and able to comply with constantly changing business rules, processes, and system enhancements

• Meet and exceed service level goals

• Understand and utilize Telephony and CRM systems for maximize efficiencies.

The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS:

• Education/Training: High school diploma.Bachelor’s or associate degree strongly preferred. Equivalent certificate training or experience may be considered.

Related Experience:

• Approximately one to five years’ experience in customer-facing roles, however, less experience may be considered with demonstrated related software platform knowledge and experience.

• Pharmaceutical business or call center/service environment (inbound and outbound calls), is strongly preferred.

• Must have demonstrated success in interacting and collaborating with internal and external customer.

• Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously.

KNOWLEDGE, SKILLS & ABILITIES:

• Technically savvy with the ability to pick up new technology, processes, and procedures quickly 

• Exceptional customer service skills both inbound and outbound calls

• Exceptional interpersonal and communication skills (verbal and written)

• Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadline-driven environment.

• Proficiency in Microsoft Outlook, Excel, Word and Teams

• Ability to trouble-shoot, problem-solve and formulate recommendations for solutions

• Time management skills with aptitude to multitask across various clients, projects and internal departments with changing priorities

• Ability to work in a team environment and independently with all levels of the organization

PHYSICAL DEMANDS:

• Location of job activities 100% inside

• Extensive manual dexterity (keyboarding, mouse, phone)

• Vision abilities include close vision, distance vision and ability to adjust focus

• Noise and/or vibrations exposure

• Frequently reach (overhead), handle, and feel with hands and arms

• Sit for prolonged periods of time

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.