Customer Care Assistant

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

Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer relationship management services for commercial and government organizations worldwide.

Call Handling/Data Entry -- Customer Support/Order Processing -- Professionally handle all inbound calls and emails from potential or existing customers for the clients we represent. Provide excellent customer service along with accurate and appropriate information to every caller. Maintain solid customer relationships by handling questions and concerns with speed and professionalism. Initiate required action for response to customer service requests. Handle all calls according to client specifications including but not limited to using computer systems, manual documentation, and training resources.

Primary Job Responsibilities:

* Ensure high quality of service by understanding and clarifying the customer's need.

* Establish business relationships with clients by providing prompt and accurate service.

* Understand TMS systems and accurately enter all information into systems, ensuring data integrity.

* Identify and provide timely resolution for all customer issues, concerns, and/or questions.

* Identify and escalate priority issues, including medical questions and Adverse Event (AE) reports as needed to appropriate resource.

* Assist CSR I's by clarifying technical information.

* Project a professional company image through all phone interactions.

* Display a positive attitude and customer focus.

* Maintain adherence to HIPAA compliance guidelines at all times.

* Adhere to schedule including lunch and breaks.

* Maintain all training materials related to client, keeping current with updates provided by the training department.

* Other duties as assigned.

Qualifications:

* Powerful customer service focus.

* Ability to present in a polished and articulate manner and exhibit professional behavior.

* Excellent verbal and written communication and listening skills.

* High degree of data entry accuracy and attention to detail.

* Computer and keyboard proficient, with proficiency in Microsoft Office including Word, Excel and Outlook.

* Self-motivated and results oriented.

* Ability to identify and acknowledge customer needs and offer insight.

* Ability to build strong relationships.

* Ability to learn, retain, and communicate medical information.

* Demonstrated ability to provide unscripted responses on appropriate subject matter.

* Exercise good judgment skills.

* Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously.

Education/Experience:

* Associates degree or previous customer service/call center experience 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 .