Customer Service Representative - Full-time / Part-time

TMS Health, A Xerox Company, is one of the largest healthcare dedicated provider of inbound and outbound multi-channel communication services to the US Pharmaceutical industry.

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

General Objective:

Effective handling of consumer inquiries and complaints received by phone and email. Demonstrate basic knowledge of client's products upon completion of requisite training. Interface with interdepartmental personnel in solving day to day issues and to collect information that aids in decision making. The Customer Service Specialist provides customer service with courtesy, integrity and efficiency to meet customer expectations. While servicing incoming consumer contacts, the Customer Service Specialist is responsible for maintaining established service levels (e.g. abandoned rate) while providing for an exceptional consumer experience.

Primary Job Responsibilities:

* Effective communication with consumers by composing accurate, prompt and effective replies to consumer contacts.

* Develop a basic knowledge of company services and all products including product composition and package directions.

* Identify and handle actual and potential non-serious Adverse Event (AE) reports. Conduct non-serious AE investigation(s) ensuring appropriate information is gathered and follow-up with the reporter as required.

* Assess each reported AE for serious or non-serious classification as per FDA regulations. Elevate serious reports appropriately to Customer Care Assistant III/Team Lead.

* Identify and handle Product Quality (PQ) reports. Conduct PQ investigation(s) ensuring appropriate information is gathered and follow-up with the reporter as required. Elevate reports appropriately.

* Monitor consumer contacts to ensure action on possible product liability or product tampering incidents, by appraising situations that could result in legal action or media involvement, and handle or refer according to crisis management procedures.

* Display sound decision making skills in discerning urgency of customer complaints relative to current Good Manufacturing Practices (cGMPs) and Food and Drug Administration (FDA) regulations.

* Perform data input in an accurate, detailed and timely fashion on all consumer contacts according to the consumer database parameter and the guidelines defined within the respective departmental Standard Operating Procedures (SOPs).

* Implement management crisis communication policy in the event of critical situations involving product recall, tampering or controversy.

* Use tact and judgment in communicating, assess complexity of complaints, and provide appropriate reimbursement on a case-by-case basis.

* At all times, company policy and best practices in the areas of security must be followed, with special emphasis on the protection of sensitive customer information.

* Adhere to all company policies and guidelines.

* Other duties as assigned.

Qualifications:

* Previous call center experience highly preferred.

* Excellent customer service skills.

* Strong verbal and written communication and listening skills.

* Well-developed problem analysis and decision-making skills.

* Strong computer and keyboard ability with proficiency in Microsoft Office Suite including Word, Excel and Outlook.

* Basic understanding of Internet principles, terminology and functionality.

* Demonstrated organizational and time management skills.

* Strong technical aptitude.

Education:

* High school diploma or GED required.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.