Customer Experience Representative

General Objective

The objective of this position is to service Inbound, Outbound, Chat and Email customer interactions via phone and/or 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 individuals and team call handling and 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 Experience Representative (CER) - A customer-focused individual who serves as the primary resource for Pharmaceutical Healthcare Professionals (HCPS) and Consumers regarding products and services to provide support through Inbound, Outbound, Chat and Email support. The CSR utilizes his/her Contact Center experience, healthcare experience and product/disease state training to communicate specific product messaging. The variety of subjects handled is extensive and can range from general product/program information including Physician/Pharmacy Awareness of new pharmaceutical releases, formulary changes, recall alerts, rebate/sales promotions, disease state information, order information, patient education materials, patient assistance programs and more.

The CER 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.

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). This can be done through INB, OB, Chat (Whatsapp) and Email.
• Effectively and consistently communicate messages as required by the client
• Evaluate and escalate calls to external departments as appropriate based on the script
• Comply with all industry 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.). This includes managing & leading small or big projects that gave a positive result
• Complete and maintain all required training and acknowledgement logs within the appropriate time frame
• Obtain pertinent customer information and record customer interactions in appropriate CRM system or escalation forms
• Interact with team members/supervisors to share suggestions, technical issues and best practices

QUALIFICATIONS

• English (C1) Fluent / Spanish (C2) Native
• Ability to work onsite
• Previous medical background experience (medical education, clinical/pharmacy work history, medical call center) required
• Minimum of 2 years previous experience in a call center environment required
• Experience providing medical information and customer service to healthcare professionals strongly preferred
• Demonstrated competency using information technology, PCs and databases required
• Proven solid experience and knowledge in using Excel, Google Sheet and all related MS Office tools required; someone who has also created reports using these tools is definitely a plus
• Proven record on having an excellent attendance record
• 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

• College Graduate preferred
• Degree in Nursing/Pharmacy preferred
• Valid, active LPN, RN, Pharmacy license preferred