Customer Care Specialist - Full-time / Part-time

Customer Care Representative Opportunity in Summit, NJ

Exciting entry level opportunity with a major bio-pharmaceutical company. Organization works within Hematology, Oncology, Inflammation and Immunology and other areas of medical research to help people live longer, better, and healthier

PREREQUISITES:

• Bachelors degree REQUIRED and can be a BA or BS.
• Basic to intermediate computer skills REQUIRED.
• Prior experience in a customer service environment or in a customer interfacing role highly desired (0-3 years experience)

The start date is effective Monday, February 4, 2019, for orientation, followed by three weeks of training beginning Tuesday, February 5, 2019. The training period work schedule is from 8:30 am - 5:00 pm. (Note-This schedule is for the training period only.)

The following is a list of the various assessments conducted during the training:

* Quizzes along the way (need at least a 90% to pass)
* Comprehensive final written exam (need at least a 90% to pass)
* Comprehensive hands-on oral exam, where the trainee must demonstrate proficiency
on the keyboard and in navigating the database (need at least a 90% to pass)

Summary/Scope:

The Customer Care Representative will:

* Process enrollment forms and surveys for prescribers and patients for all company Risk
Evaluation and Mitigation Strategy (REMS) programs.

* Ensure the patient and prescriber enrollment forms and surveys meet all REMS requirements and are processed quickly and accurately.

* Enrollment forms are received via fax. Outbound calls and faxing are used to resolve issues. Surveys are completed via inbound calls.

* Provide user guidance on REMS self-service channels (IVR, Online portals, and Mobile App).

* The Customer Care Center is open Monday through Friday, 8AM to 8PM Eastern Time and the representative is required to be flexible to changes in shift coverage to accommodate business needs during this time frame.

* Individuals are required to use a telephone, wear a headset, and sit at a desk for extended periods of time.


Responsibilities may include, but are not limited to, the following:

1. Complete new hire and ongoing training on company REMS programs and supporting systems (database, telephony, reference manual, etc.), departmental and corporate standard operating procedures, call handling skills, and inspection readiness.

2. Handle inbound calls, outbound calls, faxes and emails.

3. Handle transactions concerning company REMS programs and triage customers to Medical Information (for medical related inquiries including some reports of adverse events), to Patient Support (for inquiries about patient financial assistance), to Order Management (for product orders or return goods), and to other customer support groups within company(for non-REMS products) as appropriate.

4. Liaise with representatives within Customer Care to assist with issue resolution associated with enrollments.

5. Develop as a REMS subject matter expert and educate customers on company REMS programs.

6. Execute REMS processes as defined in policies and procedures in support of enrollments and surveys and respond to general requests for information about REMS.

7. Handle any complaints or concerns about REMS or the service provided by Customer Care.

8. Keeps track of the status of each form and maintains documentation to support the reconciliation process between completed workload and received workload.

9. Recognize potential reports of adverse events and product quality complaints, capture relevant information (as required by policy), and direct such calls to the appropriate company department as outlined in the standard operating procedures.

10. Document each contact promptly and accurately in the REMS-H database system (PEGA) and document additional information associated with managing follow up interactions in SharePoint as required by procedures.

11. Arrive to work on time, adhere to schedule, and be flexible to support other schedules as needed.

12. Design SMART goals and complete on time as agreed upon by management.

13. Carry out special duties as assigned by management.


Skills/Knowledge Required:

Strong organizational skills and attention to detail
Excellent communications skills - verbal, written and listening
Computer Skills - MS office suite, Basic/Intermediate (Outlook, Word, Excel)
Strong keyboard skills and the use of basic office equipment (telephone, fax machine, copier, etc.)
Team player, adaptable to change, and able to build mature business relationships
Good documentation practices
Knowledge of medical or scientific terminology, a plus

Key Competencies:

Initiative - Being proactive rather than reactive and anticipating needs.
Accountability/Responsibility - Takes ownership of both successes and failures and be open to feedback.
Integrity - Can be relied upon to do the right thing even if no one is looking.
Customer Focused - Put self in customers shoes and see their perspective. Put customer first.
Product Knowledge - Understand the use, dosage, effects, method of packaging and distribution of all products. Understand product quality issues and how to respond appropriately.
Process Knowledge - Understand procedures and processes, effectively explain and implement them.
Technical Knowledge - Learn multiple systems and navigate them to document interactions in a timely manner.
Feedback - Give, receive and apply constructive criticism.
Problem Solver/Critical Thinking Skills - Create unique solutions to issues that are the best fit while preventing additional issues. Apply good judgment based on past experiences and learnings.
Flexible - Willingness to change in the moment to achieve a positive outcome.
Adaptable - Positively embrace different situations, think outside the box for a solution and implement an appropriate solution.
Teamwork - Work effectively with others to achieve goals in a timely fashion, leverage diversity, share responsibility and successes.
Communication Skills - Employ strong listening skills and convey information clearly to audience using a tone that balances friendliness and professionalism. Position information positively while utilizing call handling skills.
Professionalism - Understand the big picture, be aware of both self and others, and maintain composure by demonstrating patience and restraint.
Empathy - Put ones self in others shoes by remaining calm, being reassuring, and being mindful that the customer is a person.

About Aerotek:

We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.

Aerotek is acting as an Employment Agency in relation to this vacancy.