Customer Care Specialist in Summit, NJ at Pyramid Consulting, Inc

Date Posted: 11/20/2019

Job Snapshot

  • Employee Type:
  • Location:
    Summit, NJ
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Immediate need for a talented Customer Care Specialist with experience in the Pharmaceuticals Industry.This is a 12+ Months Contract opportunity with long-term potential and is located in Summit, NJ. Please review the job description below.
Job ID: 19-52605

Key Responsibilities:
  • Complete new hire and ongoing training on Client 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 Client 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 Client (for non-REMS products) as appropriate.
  • Work within Customer Care Registrations and/or Inbound teams to assist with issue resolution associated with enrollments.
  • Develop as a REMS subject matter expert and educate customers on Client REMS programs.
  • Execute REMS processes as defined in policies and procedures in support of enrollments 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 Client 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.
  • Arrive to work on time, adhere to schedule, and be flexible to support other schedules as needed.
  • Design SMART goals and complete on time as agreed upon by management.
  • Carry out special duties as assigned by management.
Key Requirements and Technology Experience:
  • Bachelor’s degree REQUIRED and can be a BA or BS.
  • Only submit candidates that have successfully completed, minimally, their Bachelors degree and that the resumes appropriately reflect the Degree obtained and the full college name in which the Degree was earned.
  • Basic to intermediate computer skills REQUIRED. Prior experience in a customer service environment or in a customer interfacing role strongly desired.
  • 0-3 year’s experience.
  • The start date is effective Monday, 1/13/2020, for orientation, immediately followed 7 weeks of training.
  • After the training period, Client will be setting work schedules according to our business needs.
  • Candidate must have internet access at home with hardwire connection for Business Continuity.
  • 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)
  • Strong organizational skills and attention to detail
  • Excellent communications skills – verbal, written and listening
  • 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.
Our client is a leading Pharmaceuticals Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.