Customer Care Specialist- EST

Amplity; Charlotte (NC); Remote; USD 38,000 - 40,000; Full time

Job summary

An established industry player is seeking a passionate Customer Care Specialist to join their remote team. This role involves providing exceptional customer service by handling inquiries from healthcare professionals and consumers across various channels. You will play a crucial role in ensuring customer satisfaction by accurately addressing product questions and managing potential adverse events. If you're motivated and have a track record in customer service, this opportunity allows you to make a meaningful impact in the biopharma sector while working from the comfort of your home.

Qualifications

• Experience in a contact center environment is essential.
• Ability to handle customer inquiries across multiple channels.

Responsibilities

• Provide customer service support for patient inquiries via phone and email.
• Process Adverse Events and Technical Complaints effectively.

Skills

Customer Service

Effective Communication

Empathy

Typing Skills

Education

BA/BS degree

Relevant Work Experience

Job description

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Join Amplity, the full-service go-to partner of biopharma companies that delivers flexible + specialized medical + commercial services. No matter where a drug is in its lifecycle, we scale with ease to maximize resources + improve impact for all our clients. Through strategic partnerships + deep therapeutic expertise, Amplity transforms how breakthrough treatments reach the people who need them.

We are currently seeking passionate, highly motivated, experienced individuals with a demonstrated track record of success in the contact center environment. Our client’s Contact Center supports inbound Healthcare Service programs across a multitude of marketing campaigns, disease states, and projects. This Contact Center provides customer service support to inbound inquiries across several channels to include telephone, email, postal mail, fax, and chat.

Customer Care Specialist

Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc. The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints.

Remote Position

Essential duties and responsibilities include but are not limited to the following:

• Provides customer service support in handling all patient inquiries through phone, eMail, direct mail and other channels
• Maintain excellent quality standards, adhere to approved materials and guidelines
• Accurately collect information required by individual programs and correctly capture in specific program databases
• Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides
• Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed
• Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with our Client’s Working Practice Documents (WPDs)
• Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs
• Adhere to all company policies and Standard Operating and Working Procedures
• Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed
• Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution
  
  

Requirements For The Position

• BA/BS degree or relevant work experience
• Customer service-related experience
• Expert level typist
  
  

Employees can expect to be paid a salary of approximately $38K- $40K.

EPIIC Values

All positions at Amplity Health have a responsibility to demonstrate our EPIIC Values in order to uphold our high-service standards.

Excellence: We set high standards. We are solutions-focused and achieve outstanding results with a professional and positive attitude.

Passion: We love what we do. Our energy inspires, engages, and motivates others.

Innovation: Our ideas set us apart. We are curious and bold and challenge traditional ways of working.

Integrity: We are open, honest, and transparent. We do the right thing with courage and understanding.

Collaboration: We are better together. We actively seek the participation of others to achieve greater outcomes.

About Us

Amplity powers biopharma innovation through expert-led teams that deliver. Whether you knew us in the 80’s as Physician Detailing Inc., or in the 00’s as part of Publicis Health , the companies that came together in 2019 to form Amplity have delivered contract medical, commercial + communications excellence for 40+ years.

Our people-driven, tech-enabled DNA fuels everything we do. Our professionals understand the pharmaceutical industry from the inside out. With a deep grasp on product lifecycles, marketing hurdles, operational nuances + the complex needs of providers and patients, we help our clients launch products + operate smoothly with precision — across all business shapes, sizes + specialties.

We are on a mission to improve patient outcomes through executional excellence — enabling our partners in pharma to thrive in turn. At Amplity, we are allies in excellence. And we do it quicker, better, nicer than anyone else.

Our Diversity Policy

We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Amplity Health maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Amplity Health has facilities.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Pharmaceutical Manufacturing

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