[Hiring] Customer Engagement Specialist @Pelthos

Role Description

The Customer Engagement Specialist (CES) will serve as a critical resource in expanding access to Pelthos Therapeutics and its approved product. The CES will provide remote support to healthcare professionals through both inbound customer service and outbound telesales calls.

• Inbound responsibilities include responding to all healthcare professional inquiries regarding product information, coverage and access, patient support programs, and practice resources.
• Outbound responsibilities include proactive engagement with targeted healthcare professionals in white space territories and areas without field coverage, delivering compliant product education and access support.

Essential Duties & Responsibilities:

• Conduct outbound telesales calls to targeted healthcare professionals to deliver clinically relevant and compliant product information in territories lacking field representative coverage.
• Respond to inbound inquiries from healthcare providers regarding product information, coverage and access, patient support programs, and practice resources.
• Build and maintain professional relationships with physicians, office staff, and key stakeholders through consistent phone-based engagement and responsive customer service.
• Develop and apply working knowledge of disease states, treatment guidelines, formulary status, payer coverage, and access pathways to effectively support prescriber needs.
• Route specialized requests appropriately: field visit requests to Regional Sales Managers, medical inquiries to Medical Affairs, and patient support needs according to ZelsuvmiGO protocols.
• Document all customer interactions accurately in CRM system with detailed call notes to ensure continuity and tracking of engagement activities.
• Collaborate cross-functionally with Territory Managers, Market Access, and Medical Affairs teams to address customer needs and support overall business objectives.
• Provide first-call resolution whenever possible to enhance customer satisfaction and remove barriers to prescribing.
• Represent the company with professionalism, integrity, and a strong commitment to ethical and compliant behavior in all customer interactions.
• Other duties as assigned.

Qualifications

• Bachelor's degree from an accredited four-year college or university or equivalent experience.
• 1+ years of pharmaceutical/biotech customer service, inside sales, or telesales experience.
• Dermatology, Pediatrics, or specialty pharmacy experience is a plus.
• Ability to work independently in a remote setting with strong self-motivation and time management skills.
• Customer Service Excellence: Proven ability to handle high-volume inbound calls while maintaining service quality. Strong problem-solving and conflict resolution skills.
• Communication Skills: Exceptional phone presence with the ability to build rapport quickly and communicate complex information clearly and compliantly.
• Technical Proficiency: Experience with CRM systems, multi-channel communication platforms, and ability to navigate multiple systems simultaneously during customer interactions.
• Adaptability: Ability to toggle between reactive customer service and proactive outbound telesales while maintaining compliance and quality standards.

Requirements

• The essential functions of this position include:
• Lift up to 25lbs on an occasional basis.
• Stand, walk, sit on a frequent basis.
• Reach, hands and arms on a frequent basis.
• Communicate using hearing and speech on a frequent basis (in-person and/or virtual).
• Use vision (color difference, depth perception) on a frequent basis.
• Up to 15% travel.
• These functions must be performed safely and effectively, without posing a direct threat to the employee or others, with or without reasonable accommodation.