Position Summary
Clinic Support Representatives (CSR) are the front-line support for clinic customers and ensure that customer inquiries are addressed in a timely manner. CSR also provide product information, answer product and order related questions, assist in prescription clarification, and escalate inquires as needed.
Duties and Responsibilities
- Maintains a positive, empathetic, and professional attitude toward customers
- Responds promptly to customer inquiries
- Acts as main point of contact for clinic customers for any post sale transactions
- Proactively contacts customers with questions, issues, or clarifications needed on prescriptions
- Communicates with customers through various channels
- Acknowledges and participates in the resolution of customer complaints, escalating as needed
- Follows and keeps up to date on regulatory and state requirements
- Keeps accurate records of customer interactions, transactions, comments, and complaints
- Assists in shipment tracking of prescription and office use orders
- Identifies possible up selling opportunities for hand off to the sales team
- Identifies re-occurring customer issues for escalation to Account Management team
- Follows defined follow up cadence and adheres to daily/weekly key performance indicators (KPI)
Knowledge and Skills
- Must be able to maintain above average attendance and punctuality
- Ability to interact effectively with diverse client groups, physicians, and other departments via phone and email
- Willingness to work collaboratively and ability to demonstrate effective teamwork
- Ability to work independently to manage work tasks effectively
- Must be detail oriented and possess high level of accuracy
- Excellent verbal and written communication skills
- Ability to adapt to changing responsibilities while coordinating multiple job tasks
- Ability to prioritize work and meet deadlines
- Must be self-starter and results-driven
- Must possess problem solving and analytical skills
- Sensitivity to confidential documents and information
- Possesses integrity and honesty- department responsible for management of sales rep reporting in which protocol must be diligently followed
- Proficiency in Microsoft Excel, Word, CRM
Experience and Qualifications
- College education preferred but not required; preferred in a science related field
- Registrations with the Texas State Board of Pharmacy as either a Technician Trainee or Technician required
- Medical or pharmacy background preferred but not required
- 2+ years of customer service preferred but not required
Benefits
- Health/Dentaal/Vision
- Flexible Spending Account (FSA) or Health Savings Accounts (HSA)
- 401(k) with company matching, no vesting period
- Paid holidays (8 days)
- Paid Vacation (10 days)