Customer Service Associate - Knoxville, TN

Position Summary:

The Customer Service Associate (CSR) is a critical role to maintain relationships within healthcare offices to supply patient materials and vouchers/samples, as well as provide in-office education as required.  The CSR will be responsible for achieving established service/sales objectives by conducting primarily live (and some virtual) customer calls on Primary Care offices in an assigned geography.   The CSR will maintain a positive image for our client and IQVIA, both internally and externally, while maintaining compliance with all policies that govern service/sales activities.

Essential Duties & Responsibilities:

• Achieve service and sales goals and objectives by effectively implementing marketing strategies in assigned region and as defined by business needs
• Analyze performance and adjust business plan and approach accordingly.
• Executes plan and achieves metrics objectives.
• Maintain and update current and prospective target profiles and call records in CRM.
• Keep current with market knowledge and competitive products 
• Successfully complete/participate in all required training and team meetings 
• Plan, organize, and prioritize activities to meet service/sales goals for assigned targets 
• Demonstrate mastery of customer engagement skills with expertise in questioning and probing to better understand customer wants and needs in order to supply outstanding service
• Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports, and sample activity
• Comply with governing corporate policies and SOPs, as well as applicable federal, state and local laws and regulations, including sample management, compliance with promotional program, and proper use of promotional materials and promotional expense budgets 

Education, Experience, & Other Requirements:

• Bachelor’s degree from a four-year accredited college or university required
• 1-year of Customer Service experience preferred
• Following experience is a plus:
  • Military
  • Experience during college:
    • Working
    • Competitive Sports
    • Extra-curricular activities- especially in leadership positions
• Excellent live, virtual, and written communication skills to engage customers
• Proven active listening skills
• Strong rapport building skills

Knowledge, Skills, & Core Competencies:

• Demonstrated drive and enthusiasm to connect with and support customers for maximum engagement
• Demonstrated ability to build relationships with customers and internal partners
• Ability to partner and collaborate within a team environment
• Demonstrated decision making skills
• Ability to utilize critical thinking 
• Demonstrated time management skills; planning and prioritization skills; ability to multi-task and maintain prioritization to achieve deadlines
• Ability to consistently execute all field sales activities with a high degree of professionalism in accordance with established promotional guidelines
• Technology agility- proficient with Outlook, Teams, Excel, Word, PowerPoint (Microsoft office) with the ability to quickly adapt to new technology and systems

Salary Range:  $55,000 – $65,000

#LI-CES

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

Salary : $55,000 - $65,000