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.
Job Description
Role and Responsibilities
- Customer Interaction
- Provide world-class customer service by managing inquiries to successful resolution through inbound, outbound, chat, and email interactions.
- Build rapport with customers, maintaining strong internal and external customer relationships.
- Pharmaceutical Product Support
- Offer accurate product and disease state information within the guidelines of approved call scripts or standard FAQ responses.
- Communicate specific product messaging effectively and consistently as required by the client.
- Escalation and Compliance
- Evaluate and escalate customer inquiries to external departments as appropriate.
- Ensure adherence to all industry regulations, including adverse event reporting, product quality processes, and HIPAA compliance.
- Documentation and Reporting
- Accurately record customer interactions in the CRM system or escalation forms.
- Manage all project work, including call handling and after-call documentation, within the assigned timeframe.
- Training and Development
- Complete and maintain all required training and acknowledgment logs within the specified deadlines.
- Share suggestions, technical issues, and best practices with team members and supervisors.
Qualifications and Education Requirements
- Experience
- Minimum of 2 years of previous call center experience required.
- Previous medical background experience, such as medical education, clinical/pharmacy work history, or medical call center experience, required.
- Experience providing medical information and customer service to healthcare professionals is strongly preferred.
- Technical Proficiency
- Demonstrated competency using information technology, PCs, and databases required.
- Proficiency in CRM systems and other call center tools is essential.
- Skills
- C2 Mastery/Proficiency in French, both verbal and written, with exceptional communication skills.
- C2 Mastery/Proficiency in English, both verbal and written, with exceptional communication skills.
- Strong multitasking, organizational, time management, problem-solving, and decision-making abilities required.
- Exceptional customer service, business acumen, and interpersonal soft skills required.
- Education
- Bachelor's degree graduate required.
- Valid, active LPN, RN, or Pharmacy license preferred.
Key Competencies
- Communication Engages effectively with diverse audiences, delivering clear, concise, and empathetic responses.
- Customer Service Excellence Demonstrates a strong commitment to providing outstanding service, prioritizing customer needs, and ensuring satisfaction.
- Problem-Solving Identifies challenges promptly and devises effective solutions to ensure seamless service delivery.
- Adaptability Excels in a fast-paced, dynamic work environment, managing change with resilience and focus.
- Technical Proficiency Leverages technology and CRM tools to efficiently manage and document customer interactions.
