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 cons