NOTE: Prior experience in a regulated industry (medical/pharamaceutical/banking, etc.) is REQUIRED.
General Objective
- The objective of this position is to service inbound, outbound, and chat support customer interactions via phone and other channels. This will be done by answering inquiries from Healthcare Providers and Consumers regarding specific Pharmaceutical products and programs by utilizing approved reference materials or escalating to external departments. Specific individual and team quality metrics will be assigned as goals. The VCloud Management Team will review your performance periodically to assure these objectives are being met or exceeded.
Job Description
Primary Role and Responsibilities
- Customer Service Representative (CSR) - a customer-focused individual who serves as the primary resource for healthcare professionals (HCPS) and consumers regarding products and services. The CSR utilizes his/her customer service experience and product/program training to communicate specific messaging.
- The CSR utilizes excellent communication and organizational skills while working independently in a call center environment. They must be able to build rapport with customers, both internal and external, establishing and maintaining customer relationships, while responding to customers’ inquiries across multiple channels including phone, email, and chat.
Specific Requirements
- Provide world-class customer service by managing all customer inquiries to successful resolution (first call resolution in house or escalating to the appropriate external department).
- Provide product and program information within the guidelines of the call script, standard FAQ responses, and training updates.
- Effectively and consistently communicate messages as required, and escalate calls to external departments as appropriate.
- Comply with all client regulations including adverse event and product quality processes and HIPAA Regulations.
- Manage all assigned project work in a timely manner (call handling, after-call work documentation, etc.).
- Complete and maintain all required training and acknowledgment logs within the appropriate time frame.
- Obtain pertinent customer information and record customer interactions in appropriate CRM systems or escalation forms.
- Interact with team members, supervisors, and potentially clients, sharing suggestions, technical issues, and best practices.
Qualifications
- Minimum of 2 years of previous experience in customer service in a call center environment required.
- Previous experience handling inbound and outbound customer service calls in a call center environment required.
- Demonstrated competency using information technology, PCs, and databases required.
- Excellent verbal telephone communication and written skills and proficiency in English required.
- Ability to multitask with good organizational, time management, problem-solving, and decision-making skills required.
- Ability to communicate with customers utilizing exceptional customer service skills, business skills, and soft skills required.
- Ability to meet/exceed assigned metrics/goals required.
Education
- High School Diploma required.
- Valid, active LPN, RN, Pharmacy license a plus.
Job Type: Full-time
Pay: $43,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
- Monday to Friday
- Weekends as needed
Work setting:
- Call center
- In-person
- Office
Application Question(s):
- Tell us about your experience working in a Contact Center environment.
Education:
- High school or equivalent (Required)
Experience:
- Call center: 2 years (Required)
Ability to Commute:
Ability to Relocate:
- Tampa, FL: Relocate before starting work (Required)
Work Location: In person