Key Facts

Remote From:

Full time

Junior (1-2 years)

English

Hard Skills

Issue Management Action Research Data Maintenance Contact Management Systems Business Process Automation Help Desk Support Online Communication Customer Centricity

Other Skills

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Customer Service
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Microsoft Excel
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Multitasking
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Typing
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Computer Literacy
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Professionalism
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Non-Verbal Communication
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Relationship Building
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Active Listening
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Organizational Skills
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Social Skills

Roles & Responsibilities

High school diploma/GED or equivalent combination of education and experience
One year of work experience in a customer service or customer-focused role
Excellent written and oral communication skills with a high level of professionalism
Strong computer skills including proficiency with Microsoft Excel and the ability to multitask across multiple applications and the phone

Requirements:

Respond to immediate customer questions, requests, concerns, and needs via telephone, email, and chat, handling a high volume of inquiries
Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution; escalate according to department protocol
Maintain accurate data in systems and update as necessary; utilize workflows and scripting materials to identify barriers and help improve customer service
Promote meaningful relationships and brand loyalty through engaged and informed conversations with customers such as health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives

Knipper Health

Pharmaceuticals

About Knipper Health

Knipper Health is a leading force in the healthcare industry, serving the pharmaceutical, biotechnology, & medical device industries for more than 35 years. Our mission is to help our clients manage their brands anywhere in the product life cycle for enhanced patient well-being. We purpose-build answers specifically to address a comprehensive range of client challenges from marketing and sample management (MSM) to third-party logistics (3PL) to custom pharmacy solutions (CPS). An acknowledged leader in the sample management channel, Knipper MSM highlights Samplicity—the industry’s only fully integrated sample management platform, which features a one resource, one team, one point-of-contact approach, & a unique suite of operational services & technical advancements. KnippeRx, Custom Pharmacy Solutions (CPS) is a highly nimble, independent specialty pharmacy that serves both commercial and non-commercial needs. KnippeRx helps overcome the complex barriers to patient access by providing the shortest path from initiation of a prescription to delivery of essential therapy. Knipper 3PL provides advanced secure warehousing and distribution in life sciences. Solutions include Knipper SEAL™ (Secure Exchange of Authentic Logistics), an array of overlapping systems and processes to ensure the secure handling of your products from receiving through distribution and after delivery to your buyer. FDA/GMP and validated process controls, NAPD/VAWD and AICPS SOC accredited operations. Full support of DSCSA/DQSA, including offering full serialization system management and child-to-parent aggregation of unaggregated inventory for November 27, 2023 requirement. Cold-chain and tracking, DEA storage, flash-title to facilitate market entry, tamper evident shipment options, highly secure facilities and network, backup systems and redundancies, and more. A one-stop resource to help bring out a brand’s full potential, while elevating the patient experience to new levels of excellence.

Company type: SME

Industry: Pharmaceuticals

Founded: 2018

Company size: 501 - 1000

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Job description

Overview :

YOUR PASSION, ACTIONS & FOCUS is our Strength.

Become one of our Contributors!

Join the CareTria Team!

The Customer Service Representative I (CSR) is an important member of our Contact Center team that creates and maintains customer relationships, understands products and services, researches inquiries, assembles and communicates information, verifies customers’ understanding of information, answers and records customer inquiries.

Must be able to work the full time hours of Monday-Friday 8:30am -5:00pm ET.

Fully remote role.

Responsibilities:

Promote meaningful relationships and brand loyalty through engaged and informed conversation with customers (health-care providers, office staff, patients, pharmacists, and pharmaceutical sales representatives).
Respond to immediate customer questions, requests, concerns and needs.
Manage a high volume of inbound and/or outbound contact with customers via telephone, email, and chat.
Investigate issues that cannot be resolved at the initial point of contact and follow through until issue resolution.
Escalate issues according to department protocol.
Share feedback and assist management in enhancing the programs in order to provide the best customer service.
Maintain accurate data in systems, and update as necessary.
Utilize work-flows and scripting materials to inquire and help identify barriers with customers.

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

High school diploma/GED or equivalent combination of education and experience
One (1) year of work experience in a customer service or customer-focused role
Experience in a medical or pharmaceutical environment preferred
Ability to provide consistently high-quality of customer service required
Excellent written and oral communication skills with high level of professionalism
Excellent interpersonal, organizational and active listening skills, with an ability to create customer relationships
Extensive keyboarding, switching from multiple applications and use of phone
Excellent computer skills required, including strong Microsoft Excel capabilitCaretria is an equal opportunity employer

The expected base pay range for this position is $17.00- $18.00 an hour. The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.