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Job Requirements

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions in our National Service Center, Field Service Center, Promotional Contact Center and Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our products/vaccines and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

The Medical Team Member is a customer facing role which has primary responsibility for managing unsolicited inquiries from Healthcare Providers who reach out to our National Service Center. This role will also answer select Consumer and Employee inquiries as needed. While current volumes are predominately from phone, these are multi-channel contact centers and volumes from other channels are expected to increase (i.e., chat, text, email).

Work Experience

Primary Activities:

• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. Respond to our National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and our databases.

• Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquiries

• Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints

• Ensures the delivery of the desired customer experience for all customer/employee engagements

• May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.

• May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.

• Manage escalated customer requests to resolution for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence

Education Minimum Requirement:

• Bachelor’s Degree (BA/BS)

• Healthcare Professional Degree (e.g. RN/BSN)

Required Experience and Skills**:

• Healthcare experience or experience as a pharmaceutical Field Sales Representative

• Scientific Acumen

• Customer service/ experience

• Strong communication; written & verbal

• Ability to summarize clinical trial/scientific information

• Customer centric focus

• Attention to detail

• Good typing/computer skills

• Ability to understand scientific information contained in Prescribing Information for products

• Must pass certification upon the completion of training to demonstrate proficiency in role

Preferred Experience and Skills:

• Project Management

**Requisition ID:** P-100889