Customer Care Specialist- EST

Amplity; Richmond (VA); 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. In this role, you will provide exceptional customer support across various channels, ensuring high-quality service standards. Your expertise in customer service and effective communication will be crucial as you address inquiries and manage escalations. This position offers an opportunity to contribute to improving patient outcomes in the biopharma sector, all while being part of a diverse and inclusive culture that values excellence and innovation. If you have a strong background in customer care and a desire to make a difference, this role is perfect for you.

Qualifications

• Proven track record in a contact center environment.
• Ability to explain medical terminology effectively.

Responsibilities

• Handle inbound customer calls and inquiries.
• Process adverse events and technical complaints.

Skills

Customer Service Experience

Expert-level Typing Skills

Effective Communication

Education

BA/BS Degree

Relevant Work Experience

Job description

Join to apply for the Customer Care Specialist- EST role at Amplity

We are currently seeking passionate, highly motivated, and experienced individuals with a proven track record in the contact center environment. Our Contact Center supports inbound Healthcare Service programs across various marketing campaigns, disease states, and projects. It provides customer service support through multiple channels including telephone, email, postal mail, fax, and chat.

Customer Care Specialist

The Customer Care Specialist handles inbound, unsolicited customer calls from consumers and healthcare professionals, addressing inquiries such as product questions, adverse events, sample requests, etc. The role involves identifying and processing adverse events and technical complaints.

Position Details

• Remote position
• Provide customer support via phone, email, direct mail, and other channels
• Maintain high-quality standards and adhere to approved materials and guidelines
• Accurately collect and input information into program databases
• Respond to product inquiries following company policies using FAQs and discussion guides
• Communicate effectively and empathetically, explaining medical terminology as needed
• Identify and process adverse events and technical complaints per client procedures
• Follow all privacy and security protocols
• Adhere to company policies and SOPs
• Perform administrative and non-telecommunication duties as needed
• Manage customer escalations and collaborate with other teams for compliant resolutions

Requirements

• BA/BS degree or relevant work experience
• Customer service experience
• Expert-level typing skills

Salary range: approximately $38K - $40K.

Our Values

At Amplity, we demonstrate our EPIIC Values: Excellence, Passion, Innovation, Integrity, and Collaboration, to uphold high service standards.

About Us

Amplity is a leader in biopharma support, with a history of delivering contract medical, commercial, and communication services for over 40 years. We focus on improving patient outcomes through excellence and innovation, supported by a diverse and inclusive culture.

Diversity Policy

We promote equal employment opportunities for all, regardless of sex, race, color, religion, national origin, age, disability, marital status, sexual orientation, or veteran status, and comply with all applicable laws.