Customer Care Specialist
Summary
Title: | Customer Care Specialist |
---|---|
ID: | CFNJP00036138 |
Department: | Client Services |
Description
Position : Customer Care Specialist
Location : Stuart, FL
Duration : 12 Months contract
Total Hours/week : 40.00
1st Shift
Client: Medical Device Company
Level of Experience: Entry Level or Mid-Level
Employment Type: Contract on W2 (Need US Citizens or GC Holders Only)
Work Hours: 11:00am-7:00pm.
Description:
Position Purpose:
- The Customer Care Specialist’s primary responsibility is to convert prescription referrals and end-user leads into new business, while maintaining positive relationships with consumers and provider partners.
Primary Duties and Responsibilities:
- Process incoming prescriptions as assigned and facilitate transition to dealer.
- Responsible for account creation in Salesforce and LMS CRM systems.
- Responsible for document procurement from clinician offices when necessary to sample.
- Develop and maintain excellent consumer relationships.
- Develop and maintain relationships with provider partners.
- Support outside sales with prescription management, dealer relationships and clinician offices.
- Works in conjunction with Bard Care Sales and Marketing teams to expand and develop the prescription program, convert end-user business and meet the goals and objectives of sales and marketing campaigns.
- Maintain accurate patient records in Salesforce.
- Manage sample order requests shipped from the Global Distribution Center.
- Support calls and sample requests from the 800 Line.
- Works in conjunction with Data Integrity Coordinator and Auditor to support KPI metrics and other initiatives as defined by program, company, and department goals and objectives.
Ancillary Duties and Responsibilities
- Maintain an exceptional level of customer service coupled with professionalism during each consumer, provider and clinician interaction.
- Maintain a positive work atmosphere that embodies Liberator’s philosophy- Professional excellence, teamwork and integrity.
- Performs other duties and tasks as assigned
Reporting Relationship Responsibilities:
- No supervisory responsibilities
- Provides work direction only
- Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.
Minimum Requirements or Qualifications:
- 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/Experience:
- Associates Degree or equivalent preferred; two to three years related experience and/or training in a clinical environment; or equivalent combination of education and experience.
Skills:
Language:
- Ability to read, analyze, and interpret medical documentation, medical supply publications, patient account history, technical procedures, and/or training tools.
- Ability to effectively and positively communicate via phone and email.
- Must always practice excellent verbal and written communications skills.
Math:
- Ability to solve basic math equations.
- Ability to calculate figures and amounts such as percentages, daily/monthly frequency of use, order quantities, product quantity on hand and patients out of pocket cost.
Reasoning:
- Ability to solve practical problems and deal with a variety of variables. Ability
- To interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
- Advanced ability to formulate decisions to rapidly developing challenges.
Computer:
- Knowledge of Microsoft Office Applications.
- Excellent data entry, proofreading and typing skills. Experience with Access, Tableau, JDE and/or Salesforce is desirable.
Telecommunications:
- Ability to utilize or knowledge of call center telecommunications software.
Licensure or Certifications required:
- No certifications required
Work Requirements:
- Ability to work some evening shifts, weekends, and overtime as needed
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.
- 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 frequently required to sit; use hands to finger, handle, or feel and talk or hear.
- The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.
Work Environment:
- The work environment characteristics described here are representative of those an employee encounters while performing 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 position, the employee performs tasks in a temperature controlled office environment under normal office conditions.
- The noise level in the work environment is usually moderate.
- The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.