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 CER 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).
• Provide product and disease state information within the guidelines of the Call Script or of the Standard FAQ Responses.
• Effectively and consistently communicate messages as required by the client
• Evaluate and escalate calls to external departments as appropriate.
• 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.).
• Complete and maintain all required training and acknowledgement logs within the appropriate time frame.
• Obtain pertinent customer information and record customer interactions in the appropriate CRM system or escalation forms. Interact with team members/supervisors to share suggestions, technical issues and best practices
• Identify adverse events and be able to duly report within the required timeline of 24 hours