Job Description

JOB DESCRIPTION: WORK FROM HOME POSITION

The Customer Service Representative ("CSR") represents the front-line execution responsible for supporting the mission of PharmaCentra. The CSR will be trained on multiple client programs and is expected to transition between various programs within day-to-day operations. Our objective is to influence physician behavior, enhance patient outcome, and support pharmaceutical brands.

ESSENTIAL FUNCTIONS:Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Agent will initiate outbound calls/receive inbound requests to communicate information in accordance with program guidelines.
• Work with various clients like health care providers, patients, pharmacists, office personnel and/or clients on behalf of PharmaCentra's clients.
• Handle interactions from a multitude of different platforms like telephone, email, and chat.
• Deliver the highest quality of service using superior listening skills, responsiveness, empathy, confidence, and professionalism to ensure that every interaction is positive.
• 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; 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:

• Customer Service/Client Focus.
• Problem Solving/Analysis.
• Exceptional listening skills.
• Ability to handle multiple tasks simultaneously.
• Punctual, regular, and consistent attendance.
• Ability to pronounce and understand basic medical terms
• Excellent interpersonal skills with emphasis on verbal/written communications
• High personal standard for quality; Ability to work in a quiet, independent environment.
• Computer skills with a working knowledge of Microsoft Windows / Office / Internet.
• Able to work flexible hours, including weekends and evenings, if required.

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.

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.

RECRUITMENT LOCATIONS:We are NOT recruiting in these states: Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, Missouri, New Jersey, New Mexico, New York, Oregon, Rhode Island, Vermont, Washington and Washington D.C.

COMPUTER REQUIREMENTS:

** OUR VIRTUAL POSITIONS REQUIRE YOU TO INDEPENDENTLY HAVE ACCESS TOTHE FOLLOWING DURING ALL WORKING HOURS:

• An Intel or AMD PC/ laptop running Windows 10 operating system with a minimum of 4 GB of RAM (NO Mac, Chromebook, Tablet or Smartphone)
• Sound/Audio support
• 1GB of RAM
• A VoIP USB Headset with microphone
• Webcam without built-in microphone
• 2.0 GHz minimum processor speed
• Quiet, private workspace in your home
• 2 Free USB Ports for headset and Web Cam.
• Dedicated 13" computer monitor or larger (resolution of 1920x1080p)
• High Speed Broadband internet with built-in Ethernet cable connection (minimum internet speed: 10Mbps Download/ 6 Mbps Upload) ** WIFI is not acceptable

POSITION TYPE/AVAILABLE HOURS FOR POSITION

This is a temporary position; Our programs operate 24/7;

Monday through Sunday shiftsthat may be scheduled up to 40 hours a week are available;

At least ONE WEEKEND DAY IS REQUIRED.

JOB REQUIREMENTS

• High school diploma or equivalent
• At least 1-year customer service and/or call center experience

PREFERRED EDUCATION AND EXPERIENCE

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

ADDITIONAL ELIGIBILITY QUALIFICATIONS/WORK AUTHORIZATION/SECURITY CLEARANCE (IF APPLICABLE)

• Must pass background check; Must be authorized to work in the United States. No security clearance needed.