[Hiring] Customer Service Specialist @Knipper HEALTH

Role Description

The Customer Service Specialist is responsible for providing an authentic, world-class “White Glove” customer experience to our client’s customers through a variety of channels via phone, email, text (SMS), and chat, with the phone as the primary focus and channel. The role involves:

• Handling all aspects of customer service with empathy, creativity, and a problem-solving mindset.
• Finding resolutions and taking ownership of customer interactions using various systems, tools, and resources.
• Supporting Hospital Inpatient Free Trial Programs, providing an online web service channel for pharmacists to enroll, order, and receive Program Product as per client business rules.
• Receiving or making calls to pharmacists (RPh) needing assistance with registration, log on, validation information, and ordering free trial units.
• Working hours of 8:30 AM - 5:00 PM ET, Monday-Friday.
• Fully remote opportunity.

Qualifications

• Technically savvy with the ability to quickly learn new technology, processes, and procedures.
• Exceptional customer service skills for both inbound and outbound calls.
• Exceptional interpersonal and communication skills (verbal and written).
• Ability to use sound judgment, remain flexible, maintain professionalism, and re-establish priorities in a deadline-driven environment.
• Proficiency in Microsoft Outlook, Excel, Word, and Teams.
• Ability to troubleshoot, problem-solve, and formulate recommendations for solutions.
• Time management skills with the ability to multitask across various clients, projects, and internal departments with changing priorities.

Requirements

• High school diploma; Bachelor’s or Associate’s degree strongly preferred. Equivalent certificate training or experience may be considered.
• Approximately three to five years’ experience in customer-facing roles; less experience may be considered with demonstrated related software platform knowledge and experience.
• Experience in a pharmaceutical business or call center/service environment (inbound and outbound calls) is strongly preferred.
• Demonstrated success in interacting and collaborating with internal and external customers.
• Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously.
• Flexibility to work shifts starting as early as 8:30 AM and ending at 8:00 PM Eastern Standard Time is a plus.

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Knipper Health is an equal opportunity Employer.