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      Remote Customer Service Agent

      PharmaCentra
      Middletown, CT 06457
      Part-time
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      Job Description

      Summary/Objective
      Influence physician behavior, enhance patient outcome, and support pharmaceutical brands. The Call Center Representative (the "CCR") represents the front line execution responsible for supporting the mission of PharmaCentra. The CCR will be trained on multiple client programs and is expected to transition between various programs within day to day operations.

      Essential Functions
      Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

      *Handle interactions from a multitude of different platforms like telephone, email, and chat.
      *Work with various clients like health care providers, patients, pharmacists, office personnel and/or clients on behalf of PharmaCentra's clients.
      *Deliver the highest quality of service through the use of superior listening skills, responsiveness, empathy, confidence and professionalism to ensure that every interaction is positive.
      *Receive inbound request and respond in a professional manner, using a script as necessary and ensuring compliance with quality standards.
      *Maintain knowledge of all PharmaCentra products, campaigns to which trained, updates and common questions or complaints.
      *Log in and out of systems in a timely manner, ensuring accurate time tracking.
      *Review program updates and seek clarification when needed.
      *Document all pertinent activity from all calls handled.
      *Identify and take ownership of problems and utilize problem-solving skills to correct them.
      *Efficiently transition from one call to the next.
      *Identify and communicate program inefficiencies to upper management in a timely manner.
      *Achieve individual performance goals as targeted by the Team Lead or listed in program expectations.
      *Maintain Quality Control scores of 95% or higher.
      *Performs other related duties as assigned.

      Competencies:
      *Technical Capacity.
      *Problem Solving/Analysis.
      *Customer/Client Focus.
      *Responsiveness, reliability and confidence.
      *Ability to express empathy and professionalism.
      *Ability to portray compassion and believability.
      *Excellent interpersonal skills with emphasis on verbal/written communications.
      *Ability to handle multiple tasks simultaneously.
      *Punctual, regular and consistent attendance.
      *Exceptional listening skills.
      *Ability to pronounce medical terms.
      *Able to understand and display a working knowledge of basic medical terms.
      *High personal standard for quality.
      *Ability to work in a quiet, independent environment.
      *Computer skills with a working knowledge of Microsoft Windows and Office.
      *Working knowledge of the internet.
      *Excellent writing skills, including spelling, grammar, and punctuation.
      *Able to work flexible hours, including weekends and evenings, if required.

      Supervisory Responsibility
      This position has no supervisory responsibilities.

      Work Environment: REMOTE
      This job is a remote position and operates in a Work From Home (WFH) environment. This role routinely uses standard office equipment such as computers and telephones. PLEASE SEE ATTACHED WFH POLICY.

      Physical Demands
      The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

      While performing the duties of this job, the employee is regularly required to sit for long periods of time, and to talk or hear. This is largely a sedentary role. While performing the duties of this job, the employee may also be required to stand and to walk or maneuver around the office.

      Position Type/Expected Hours of Work
      This is a part-time position.

      Available Hours for Position
      Part-time hours (up to 29 hours per week) Sunday through Saturday

      Travel
      No travel is expected for this position.

      Job Requirements
      * Applicants must have at least a High school diploma or equivalent
      * Applicants must have at least 1 year customer service and/or call center experience


      Preferred Education and Experience
      *Post-secondary education
      *Call center experience
      *Bilingual: Applicants are preferred to have language skills in English at Full professional proficiency level, Spanish at Full professional proficiency level, and/or French at Full professional proficiency level

      Additional Eligibility Qualifications
      Must pass background check.

      Work Authorization/Security Clearance (if applicable)
      Must be authorized to work in the United States. No security clearance needed.

      AAP/EEO Statement
      PharmaCentra, LLC provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

      Other Duties
      Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

      Job Salary and Benefits

      * Working days vary between weekdays and weekends
      * Normal work shifts: Varies
      * Hourly "Non-exempt" position
      Posting ID: 557390991Posted: 2020-07-14