Customer Experience Representative

Overview

The Customer Experience Representative (CER) is a customer-focused professional responsible for managing inbound, outbound, chat, and email customer interactions. This position primarily supports Healthcare Providers (HCPs) and Consumers by delivering accurate and effective responses to inquiries regarding pharmaceutical products and services. The CER uses approved reference materials, product training, and healthcare expertise to provide first-call resolution or escalate issues to the appropriate external departments.

Key performance metrics, including call handling and quality goals, will be assigned and periodically reviewed by the VCloud Management Team to ensure consistent achievement or exceeding of these objectives.

Role and Responsibilities

Customer Interaction

o Provide world-class customer service by managing inquiries to successful resolution through inbound, outbound, chat, and email interactions.

o Build rapport with customers, maintaining strong internal and external customer relationships.

Pharmaceutical Product Support

o Offer accurate product and disease state information within the guidelines of approved call scripts or standard FAQ responses.

o Communicate specific product messaging effectively and consistently as required by the client.

Escalation and Compliance

o Evaluate and escalate customer inquiries to external departments as appropriate.

o Ensure adherence to all industry regulations, including adverse event reporting, product quality processes, and HIPAA compliance.

Documentation and Reporting

o Accurately record customer interactions in the CRM system or escalation forms.

o Manage all project work, including call handling and after-call documentation, within the assigned timeframe.

Training and Development

o Complete and maintain all required training and acknowledgment logs within the specified deadlines.

o Share suggestions, technical issues, and best practices with team members and supervisors.

Qualifications and Education Requirements

Experience

o C2 Mastery/Proficiency in English

o Minimum of 2 years of previous call center experience; required.

o Previous medical background experience, such as medical education, clinical/pharmacy work history, or medical call center experience; required.

o Experience providing medical information and customer service to healthcare professionals; strongly preferred.

Education

o Bachelor's degree graduate; required.

o Valid, active LPN, RN, or Pharmacy license; preferred.