At C3i Solutions, we are committed to providing an incredible experience that starts with you. When you join our team, you become part of a network across the world delivering solutions for the most trusted healthcare brands, every day.
As our company grows, we're looking for you to grow with us. We want people who bring their own personality, strengths and talents to create something exceptional. People who will gain more experience than they could have ever imagined when they walked through the door.
People who are ready to experience the world like never before. If you're ready to experience opportunity, join us.
Provide premier customer service on inquiries, processing orders, explaining client products, and handling complaints in a prompt, courteous, clear and concise manner.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Confers with internal and/or external customers in order to provide information about products and/or services such as processing customer requests, orders, cancel accounts or obtain details of complaints over the phone, by email, live chat, social media or other method of communication.
Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints.
Assists with product or service related tasks and activities, which may include order processing, invoicing, researching accounts, order history, handling returns, client program policies and opening new accounts.
Keeps records of customer interactions and transactions, recording details of inquiries, complaints, comments and actions taken.
Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty for the client.
Documents Adverse Events and Quality Complaints.
Obtains and examines all relevant information to assess validity of complaints and to determine possible causes. May make outbound calls related to the product or service, and/or in follow-up to a customer inquiry.
This job has no supervisory responsibilities.
Job Specifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Current RN or LPN license. Previous pharmaceutical call center experience preferred.
Previous product quality and/or pharmacovigilance experience preferred. Medical Information call center experience preferred. Call center experience required.
Ability to read and interpret documents such as safety rules, standard operating procedures (SOPs) or other job aids, to write routine correspondence, and to effectively present information in a one-on-one, small or large group situations, to customers, clients and associates. Excellent verbal and written communication skills
Ability to apply common sense understanding to carry out instructions provided in written, oral or diagram form and to deal with problems involving several concrete variables in standardized situations.
Proficient knowledge of Microsoft Office products. Familiarity with use of Microsoft Office Suite 2010. Dexterity navigating multiple databases.
Other Skills and Abilities
Ability to manage difficult, irate or emotional situations while maintaining composure; ability to multi-task; excellent time and process management skills; ability to handle conflict and balance the needs of the program and the team; demonstrates strong leadership skills. Strong customer relations experience desired.
Inbound call center experience desired. Ability to work efficiently in team environment and independently. Ability to define problems, collect data, establish facts, identify trends, think creatively, seek optimum solutions and escalate to the appropriate level when needed
This position may require participation in and possible travel to training sessions and other off-site events.
Physical Demands & Work Environment
The physical demands and work environment characteristics described here are representative of those that an employee encounters and/or must successfully complete in order to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, talk and hear. The employee must occasionally lift and/or move up to 10 pounds. The noise level in the work environment is usually moderate.
C3iSolutions is an Equal Opportunity Employer