Customer Care Specialist I

Durbin PLC; United States; Remote; USD 22,000 - 23,000; Full time

Benefits offered by this job

Remote work

Job summary

Uniphar is seeking a Customer Care Specialist for a fully remote US-based role. You will interact with patients and health care professionals via multiple channels, provide product information, and drive actions such as trials or purchases.

Strong communication and CRM skills are essential. The role requires a high school diploma and about one year of professional customer service experience, preferably in a call center.

Qualifications

• High School Diploma or GED required.
• One year of professional customer service experience with inbound calls and/or outbound dialing.
• Previous call center experience preferred.

Responsibilities

• Reviewing, interpreting and reacting to data provided.
• Communicate messages and product information to customers and clients.
• Engage with customers and clients professionally and facilitate trial, adoption and usage of products.
• Collect information accurately and record in CRM/database.
• Maintain high quality standards and adhere to client call guides and guidelines.
• Follow company policies, program work instructions and SOPs.

Skills

Customer service

CRM usage

Time management

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

About Us

Uniphar, founded in 1967, is a leading, global, full-service life sciences and healthcare services company that has grown and expanded its operations internationally across Europe, the USA, MENA and APAC. Working from clinical development to commercialization, our end-to-end services remove barriers to launch, increase access and optimize brands. Capabilities span across consulting, communications, global supply chain, regulatory compliance, medical affairs, medical communications, medical information, field (msl, sales, virtual), access, agency, research, digital, and in-licensing. We have over 3.5K employees, $3 billion in annual revenue, over 200+ multinational partners, and deliver medications to more than 180 countries.

Uniphar US operations include integrated services from Uniphar Clinical, Uniphar Logistics, Uniphar Medical, and Uniphar Commercial including Access and Supply chain.

We deliver exceptional results driven by trust, innovation, and our patient-first culture.

Check out our EVP and why you should work for us: https://uniphar.euwest01.umbraco.io/media/44rfphln/uniphar-pharma_evp_2024_pdf_v2.pdf

US Uniphar Website: www.uniphar.us

This is a fulltime, remote position . The contact center is open Monday - Friday from 9a to 7p Eastern time. Candidates must be available during those hours to be considered for the role. Compensation range is $16 - $16.32 per hour.

Summary

A Customer Care Specialist will interact with patients and health care professionals and /or customers and trade associations and organizations on a regular basis through multiple communication channels such as inbound and outbound calls, fax, and email. Specialists will provide information about one or multiple client products and services covering different therapeutic areas and /or industries. Specialists will also demonstrate the ability to quickly adapt to changing circumstances and utilize multiple creative solutions to go beyond the required calling requirements. In addition, Specialists will also be expected to communicate a ‘call to action’ which may include asking for a decision, recommendation, purchase, usage, prescription, administrative task or other action relating to the client’s product or service.

Education/Experience

High School Diploma or GED required.

One (1) year of professional customer service experience with inbound calls and / or outbound dialing required.

Previous call center experience preferred.

Duties and Responsibilities

• Responsible for reviewing, interpreting and reacting to data provided
• Effectively communicate messages, product information, and/or specific offers to customers and clients.
• Converse with customers and clients in a professional manner, utilizing relevant industry terminology as needed, and facilitate the process of trial, adoption, and usage of the client’s products or services. Demonstrate competency in using information technology, PCs and a variety of databases.
• Contribute to the achievement of the goals, objectives, and outcomes of the program by demonstrating knowledge of product and program information as it applies to the specific program.
• Accurately collect the information required and capture the information in a Customer Relationship Management system (CRM) or database.
• Maintain excellent quality standards for all programs and adhere to all client call guides and guidelines.
• Adhere to industry regulations and guidelines when communicating information to customers and documenting activity in the CRM database.
• Maintain client / program confidentiality and complete accurate documentation of all calls / cases.
• Adhere to all Company policies, program work instructions, and standard operating procedures.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

Language Ability

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Math Ability

Ability to comprehend and apply principles of basic math while analyzing data and generating reports. Reasoning Ability: Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Computer Skills

To perform this job successfully, an individual should have knowledge of Microsoft products. Information Security

Expectations

While performing the duties of this job, the employee is required to abide by Uniphar's information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Uniphar information, information received by customers, other companies and/or external parties.

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 position. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these essential functions. This is a primarily remote position. While performing the duties of this job, the employee is regularly required to communicate effectively through virtual platforms, use a computer and other standard office technology, and remain seated for extended periods. The employee is occasionally required to stand, move about, or lift light objects (such as a laptop or documents).

Knowledge, Skills and Other Abilities

• Time management
• Schedule adherence
• Professional verbal and written communication skills
• Independent and self-motivated
• Professionalism
• Ability to maintain levels of confidentiality
• Organizational skills
• Ability to multi-task and be detail oriented
• Ability to work effectively and accomplish goals with little to no direct supervision
• Ability to work efficiently without creating distractions or disruption to other employees
• Ability to participate in continuous quality improvement activities
• Customer service skills
• Ability to relate well and communicate effectively with internal and external stakeholders
• Ability to work well with various personalities and within a team
• General knowledge of internet navigation and research

Equal Employment Opportunity and Aff…

Uniphar provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected under applicable federal, state, or local laws. In addition to federal law requirements, Uniphar complies with all applicable state and local laws governing nondiscrimination in every location in which the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training.