What are the responsibilities and job description for the Customer Service Specialist position at TechTrueUP?
Position one
Hybrid schedule
6am-2:30pm shifts, as well as 11:30am-8pm
Position two
Hybrid Schedule - 3 days a week (Tues – Thurs)
The shifts will be 7:00am – 3:30pm or 9:00am – 5:30pm or 11:30am – 8:00pm
Description:
Job Purpose (State the overall objective of the role)
The Associate Account Support role is responsible to complete customer support activities including but not limited to product administration scheduling, associated order management and delivery for Radioligand therapies (RLT) primarily via phone and email.
Major Accountabilities
- Complete customer support activities including but not limited to product administration scheduling, associated order management and delivery
- Answer questions from Client's NPS field associates to provide support to customers
- Effectively leverage internal systems for ongoing case management which includes phone and email outreaches, case documentation, and customer inquiry/request resolution.
- Partner with cross-functional stakeholders to provide accurate and timely customer feedback
- Handle interactions and/or cases (with appropriate escalation) as it pertains to navigating product ordering and delivery
- Follow protocols for responding to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner
- Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up
- Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines
- Ability to work the scheduled work hours, which generally will be an 8.5-hour shift with two paid rest breaks and an unpaid lunch break
-Ability to complete all calls once they have begun to ensure no interruption of service.
-This position will require holiday support for CS team
Ideal Background (State the preferred education and experience level)
Education (minimum/desirable): Bachelor's degree required
Languages: Fluent English, other languages desirable
Experience: • 1 years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
- Ability to manage multiple projects and consistently meet deadlines
- Strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
- Detail oriented problem solver who can make clear-headed decisions while under pressure
- Strong written and verbal skills
- Proficient in PowerPoint and Excel, telephony and navigating systems related to product ordering and case management preferred
- Ability to work a flexible staggered schedule (early mornings/ later evenings)
- Oncology experience preferred
Leadership Competencies
- Problem solving
- Detail oriented
- Customer/patient-centric mindset
- Strong written and verbal communication skills
Job Types: Full-time, Part-time, Contract
Pay: $55.00 - $75.00 per hour
Experience level:
- 5 years
Shift:
- Day shift
- Evening shift
- Morning shift
- Rotating shift
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid remote
Ability to commute/relocate:
- East Hanover, NJ 07936: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Customer Service: 5 years (Required)
- pharmaceutical: 3 years (Required)
Work Location: Hybrid remote in East Hanover, NJ 07936
Salary : $55 - $75
