Customer Service Representative

• Responds to customer, doctors’ office, patients via telephone, while meeting all corporate guidelines and performance standards.
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness, and other skills as identified.
• Performs skills necessary to create a high-quality customer experience.
• Qualify, engage, validate customers’ needs and close opportunities using strong interpersonal skills.
• Become knowledgeable about prospective customers’ business practices and functions through enhanced listening skills.

• Records, investigates, and resolves member complaints as detailed in the Grievance Procedure narrative.
• Recommends new ideas for growth and development of sales.
• Logs, tracks, and appropriately documents all issues utilizing online systems and procedures, and in accordance with all applicable guidelines and requirements.
• Makes decisions that are consistent with the concept of a win-win-win for members, associates and company.
• Demonstrates based behaviors such as initiative, accountability, and value.
• Use of CRM to consistently provide strong customer follow-up and weekly progress reports to sales management.

• Proactively generate sales for new customers in a timely manner via cold calling and follow-up from sales leads.
• Demonstrate thorough knowledge of the organization’s products and services.
• Sell in accordance with company policy, procedures, and culture while implementing corporate sales POA.

• Strong written and verbal communication skills and an ability to work with people from diverse backgrounds
• Ability to build positive relationships and influence
• Ability to write professional business correspondence
• Strong teamwork and interpersonal skills
• Seeks to build trust, respect, and credibility with all partners through full, honest, consistent, and coordinated communication

• Ability to work with all levels of management
• Excellent organization, time management, listening, and communication skills
• Read, analyze, and interpret verbal and written instructions
• Define problems, collect data, establish facts, and draw valid conclusions
• Proficiency in PK or related pharmacy software (preferred)
• Knowledge of email systems such as Microsoft Outlook sufficient to communicate with both internal and external contacts
• Knowledge of Word and/or Excel sufficient to enter data
• Knowledge of working within a database

• Ability to act on feedback provided by showing ownership of his or her own development
• Effectively present information and respond to questions from members
• Self-motivated, accurate, and detail oriented
• Ability to be coached and mentored to enhance consultative selling, organization, and time management skills
• Ability to work independently as well as in a team setting

• 2+ years office administrative experience required
• 2+ years pharmacy or related industry experience (preferred)
• Previous experience in a call center or customer service environment

We are the experts in Human Capital. It starts with a commitment to personal attention. A single point of contact from day one. That's what makes The Panther Group different. That is how we deliver results to our clients and candidates. Our focus on quality, diversity and service sets us apart. At The Panther Group, it's about attention to detail. We attract the right talent, connect job seekers with the right jobs and provide the right custom solutions because we worry about the little things. Providing our clients the best value for their dollar, finding our job seekers opportunities where they can thrive, giving our clients and candidates the level of service they deserve, leveraging the most efficient processes in the industry.