Call Center Specialist

Call Center Specialist
The role of a Customer Service Representative is to positively influence all customer experiences related to representing Touchpoint, a Publicis Health Company, and our clients\. Those interactions may be with approved Consumers, Healthcare Providers, or office staff\. Outcomes include delivering client approved scripted messaging,fulfillment requestsor redirection of calls to appropriate end users\. Delivering quality and compassionate customer service is critical to the success of this role\. Additional requirements include evening and weekend hours and working remotely \(from home\)\.
Essential Duties/ Responsibilities:
Complete inbound calls utilizing approved messaging and business rules
Listen and respond appropriately to customer needs and questions
Demonstrate thorough knowledge of client product program and ensure clear, concise and accurate communication of product information with target audiences using proper terminology
Successfully complete client training and meet training expectations set by the client in order to proceed to servicing client's customers within the parameters of the program\.
Provide samples, literature and materials as defined by business rules
Calls targeted to approved HCPs, Nurses, Office Managers, and Reimbursement specialist\.
Associates degree required \(or commensurate experience\),
2\-5 years' experience in a customer service and/or sales environment preferably in inside sales, contact center or retail sales environment\.
Technology experience required to include use of a computer and phone system simultaneously to provide customer information\.
Bachelor's degree\.
Pharmaceutical industry experience
Knowledge, Skills and Abilities:
Excellent verbal, written and interpersonal communication skills\.
Clear, articulate and grammatically sound speech and professional phone manner\.
Strong focus on providing customers with superior support and service\.
Ability to demonstrate a high level of empathy with customers\.
Ability to learn, understand and communicate information over the telephone\.
Strong rapport building skills and active listening skills\.
Ability to display high\-levels of initiative, effort and commitment successfully complete projects and assignments\.
Self\-motivated and disciplined\.
Good organizational and planning skills, strong attention to detail and accuracy\.
Ability to work independently and as a team member\.
Flexibility and ability to handle multiple tasks simultaneously\.
Must be able to communicate effectively with people at all levels inside and outside of the company\.
Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word,
Excel, and Outlook\.
Must be able to document the pertinent points of a customer interaction in a clear and thorough manner\.
Must be able to successfully complete client training and meet training expectations in order to proceed to servicing client's customers within the parameters of the program\.
Publicis Health, the parent company to Touchpoint, PDI, and Tardis Medical business units,provides best\-in\-class commercialization, clinical, and consulting solutions to life sciences and healthcare companies\. Publicis Health and its business units specialize in the sales and promotion of pharmaceutical brands, services, and products through field and inside sales\.
This position is a Touchpoint opportunity\. Visit us atwww\.touchpointsolutions\.comto learn more\!
Publicis Health is the largest healthcare communications network in the world\. When you join Publicis Health, you have the opportunity to work with and learn from leaders in the health care industry\. Our commitment to a team\-oriented culture and value\-based leadership model provides an environment where our employees can work to their full potential\.All opportunities with Publicis Health business units offer competitive compensation including a comprehensive medical benefits package, 401\-k benefits, and the opportunity to grow with the nation's leader in healthcare sales\.
One of our goals is to continuously drive innovation through our people by creating an open, respectful, inclusive and trustworthy work environment\. We encourage and support equal employment opportunities for all associates and applicants for employment without regard to race, color, creed, religion, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, citizenship status, marital status, medical condition as defined by applicable state law, genetic information, disability, military service and veteran status, pregnancy, childbirth and related medical conditions, or any other characteristic protected by applicable federal, state, or local laws and ordinances\. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications\. We do not condone or tolerate an atmosphere of intimidation or harassment\.
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Touchpoint Solutions
Primary Location United States\-Pennsylvania\-Yardley
About Publicis Touchpoint Solutions, Inc\.
Publicis Touchpoint Solutions provides a comprehensive array of multichannel message delivery solutions to the life sciences industry\. From in field to inside and from promotional to clinical, Publicis Touchpoint Solutions centers\-of\-excellence include field sales and service, live video detailing, inside credentialed sales specialists, inside sales and service, clinical health educators, and medical science liaisons\. A wide range of vital support solutions\-each of which serves all of the company's message delivery channels\-includes recruiting, training, performance management, operations, data/analytics, and compliance\. Publicis Touchpoint Solutions provides the human touch to precision multichannel messaging delivered at the right time and through the right channels to achieve maximum impact\. Publicis Touchpoint Solutions is a member of the Publicis Healthcare Communications Group\.
Our Diversity Policy
We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status\. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications\. In addition, Publicis Touchpoint Solutions maintains policies and procedures designed to comply with applicable federal, state and local laws governing non\-discrimination in employment in every location in which Publicis Touchpoint Solutions has facilities\.
Req ID: PHR000062

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