Description:
This position is Customer Service in a Call Center for a company providing healthcare products to customers.
Working in this position, you will be handling both phone and email communications from both internal and external customers.
The position will require accessing multiple systems to complete these activities; therefore, an ability to multi-task during live interactions will be required.
Duties & Responsibilities:
Be available on a toll-free phone line to respond to customer phone inquiries, while working emails in between calls.
Provide a solution for all customers utilizing only approved resources and tools.
Maintain pleasant & professional tone on all written and phone communications.
Process customer orders
Provide shipment, order or invoice documentation upon request (COA/ COC/ PL/ SOA, etc)
Create incidents, tasks, and inquires within Oracle Service Cloud where applicable and respond to those inquiry types assigned
Review orders for product availability
Answer customer phone calls regarding order changes, address changes, shipment preferences, product questions, availability, shipping dates and back order resolution
Coordinate with the shipping companies regarding order status and P.O.Ds
Expedite urgent requests, following through with customer to ensure product delivery details are communicated through to delivery
Other miscellaneous duties or special projects as assigned
Knowledge, Skills & Qualifications
Excellent verbal and written communication skills
Basic excel skills
Ability to learn remotely via WebEx and work remotely
Ability to communicate clearly and effectively- in a positive manner
Ability to manage tasks in a high- pressure environment using multiple tools and monitor screens
Ability to multi-task in a faced-paced environment
Education and Experience
High School diploma required; college degree a plus
ERP experience a plus (i.e. Oracle, SAP, JD Edwards, etc.) , computer skills required, working knowledge of MS Office
Minimum 1 year of Customer Service or Call Center experience preferably in medical or medical device industry Quiet workspace due to live phone interactions
Helpful experience/background: Pharmacy Tech (hospital, long term health) or related pharma background in customer service/call center setting. This helps with understanding products and some verbiage, Call Center (we don't want candidates that aren't interested in taking phone calls or are scared to take phone calls) background and not the typical call center person that struggles with phone etiquette and lacks empathy
if we could title this role with anything else it would be more like a Solutions Consultant or Customer Engagement Specialist. We need more than a customer service rep, this job is not easy and requires thinking outside of the box.
With the above in mind, excellent communication skills
our reps handle phone calls, emails AND chat
Accurate and quick typing skills (no pick peckers)
every phone call is documented, emails are acknowledged/responded to, chats are live communication done by typing so this is pretty important!
Excellent system navigation
this is needed to research for answers, we have multiple areas that house the resources to resolve customer inquiries
Adapt to frequent process change
the world changes, we change
Ability to multi-task like serious multi-task
Excellent organization skills
Ability to prioritize, factor in different time zones for shipping and deduce by logical and factual thinking to resolve customer issues
This is important as moving into earlier shifts are offered to employees on a seniority basis - so if they don't have flexibility, more than likely will remain a contractor
Great work ethic as this is a remote position which can sometimes feel isolating.
They will also need to have the understanding that just because teammates and supervisors aren't physically around them, we do know when people are not working during times that they may be freed from phone calls (special projects, email work, etc.).
We also expect to be responded to when we send an email or instant message
if not immediate within a reasonable amount of time.
L ack of response could be a sign that they are not at their work area and this is never a good indication.
Candidate will need to have the drive to want to learn and be successful.
We like CS reps that know how to take things up a notch to help a customer
Education: High School
