Title: Customer Care Specialist
Location: Summit, NJ, 07901
Duration: 12 Months
Note: The start date is effective Monday, January 13, 2020, for orientation, immediately followed 7 weeks of training. The training period work schedule is from 8:30 am – 5:00 pm. (Note—This schedule is for the training period only.) Candidates "must" be able to start on September 9th. (Candidate MUST be FLEXIBLE to work all available shifts between 8:00 am - 8:00 pm, Monday-Friday. No exceptions!)
The Customer Care Center is open Monday through Friday, 8AM to 8PM Eastern Time and the representative is required to be flexible to changes in shift coverage to accommodate business needs during this time frame.
Bachelor’s degree and can be a BA or BS.
Basic to intermediate computer skills.
Prior experience in a customer service environment or in a customer interfacing role strongly desired.
0-3 years’ experience.
Computer Skills – MS office suite, Basic/Intermediate (Outlook, Word, Excel) Strong keyboard skills and the use of basic office equipment (telephone, fax machine, copier, etc.) Team player, adaptable to change, and able to build mature business relationships Good documentation practices Knowledge of medical or scientific terminology, a plus
Candidate must have internet access at home with hardwire connection for Business Continuity.
Candidates must successfully make it through 7 weeks of training.
The following is a list of the various assessments conducted during the training:
Quizzes (need at least a 90% to pass)
Comprehensive final written exam (need at least a 90% to pass) • Comprehensive hands-on oral exam, where the trainee must demonstrate proficiency on the keyboard and in navigating the database (need at least a 90% to pass)
Process surveys for prescribers and patients for all Risk Evaluation and Mitigation Strategy (REMS) programs via the Inbound team.
CCRs provide exemplary service to patients, prescribers, pharmacies, and commercial sales staff regarding the Risk Evaluation and Mitigation Strategy (REMS) Respond courteously, professionally, and efficiently to customer contacts concerning all REMS products and ensure the patient and prescriber enrollment forms and surveys meet all REMS requirements and are processed quickly and accurately.
Handle inquires and issues to resolution while following the basic REMS program protocols.
Ability to work well with peers and other interdepartmental staff.
Basic understanding of standard call greetings and situational call handling.
Provide user guidance on REMS self-service channels (IVR, Online portals, and Mobile App).
Individuals are required to use a telephone, wear a headset, and sit at a desk for extended periods of time.
Complete new hire and ongoing training on REMS programs and supporting systems (database, telephony, reference manual, etc.), including cross functional departmental training and corporate standard operating procedures, call handling skills, and inspection readiness.
Handle inbound calls, and emails via the Inbound role.
Handle transactions concerning REMS programs and triage customers to Medical Information (for medical related inquiries including some reports of adverse events), to Patient Support (for inquiries about patient financial assistance), to Order Management (for product orders or return goods), and to other customer support groups within (for non-REMS products) as appropriate.
Work within Customer Care; Registrations and/or Inbound teams to assist with issue resolution associated with enrolments.
Develop as a REMS subject matter expert and educate customers on REMS programs.
Execute REMS processes as defined in policies and procedures in support of enrolments and surveys and respond to general requests for information about REMS.
Handle any complaints or concerns about REMS or the service provided by Customer Care.
Keeps track of the status of each form and maintains documentation to support the reconciliation process between completed workload and received workload.
Recognize potential reports of adverse events and product quality complaints, capture relevant information (as required by policy), and direct such calls to the appropriate department as outlined in the standard operating procedures.
Document each contact promptly and accurately in the REMS-H database system (PEGA) and document additional information associated with managing follow up interactions in SharePoint as required by procedures.