Client Service Associate

Engage Partners

Mount Laurel Township,NJ

10/26/2020

100% On site in Mt Laurel

MUST HAVE 2 YEARS PHARMACY EXP

MUST BE ABLE TO WORK ONE DAY 11-8 AND 4 DAYS 9AM TO 6PM

GENERAL DESCRIPTION

Under the supervision of the Client Services Manager, this position is an integral role performing a variety of pharmacy support duties, ensuring the company delivers the highest level of customer service possible. As a member of the client support team, enthusiastically provides service in conformance with established procedures; making clients feel welcomed, engaged, and significant.

CLIENT CENTER SUPPORT

Work to build confidence and trust with clients at all levels.

Solicit customer feedback and ideas for service improvement to enhance client satisfaction.

Escalate and coordinate issue resolution with urgency, following internal communication protocols.

Use Salesforce to keep accurate records and document client satisfaction and discussions.

Be the internal liaison between departments to initiate innovations for improved pharmacy satisfaction.

Work with Manager and EVP to set target goals for pharmacy satisfaction.

Maintain an orderly workflow according to organizational and departmental priorities.

Keep abreast of industry developments and work with Manager to apply best practices.

Conduct key client facing training to support pharmacy implementation go-live.

Triage cases in Salesforce queue, client support inbox, and phone.

Work to resolve client related issues in a timely manner.

Monitor purchase order activity and resolve potential issues directly with wholesalers Monitor case and task volume to ensure departmental KPIs are met.

Answer all inbound support calls according to internal call queue.

Escalate and coordinate issue resolution with urgency, following internal communication protocols.

Communicate with Manager and/or EVP not limited to escalating/identifying issues and onboarding of clients

Work closely with internal departments and outside vendors to support clients/pharmacies.

Assist with coordination of pharmacy request for CE intervention through Account Management and/or Pharmacy Sales team.

Work rotating shift schedule according to service hours as needed.

Other duties/tasks as assigned.

SKILLS REQUIRED

Pharmacy experience (2 + years)

Attention to detail

Highly organized

Work well under pressure

Superior analytical and problem-solving capabilities

Positive attitude

Balanced focus and respect for goal/process-oriented objectives



Job Requirements:
  • Resolve customer complaints ensuring customer satisfaction
  • Ensure excellent customer satisfaction through providing excellent customer service li
  • Provide superior customer service with all customer interactions
  • Assist phone customer, catering customers
  • Offering excellent service to customers
  • Ensuring all customer sales orders
  • Answer incoming calls and provide excellent customer service
  • Execute sales transactions with customers
  • Provide excellent levels of customer service
  • Work with customer service manager to ensure proper customer service be being delivered
  • Refine the customer service process to deliver exceptional service
  • Resolve customer concerns while cultivating positive customer relationships
  • Provide a high level of customer service to all customers
  • Providing world-class customer service
  • Provide superior customer service to internal and external customers
  • Provide superior customer service during each customer interaction in call center environment
  • Provide superior customer service during each customer interaction
  • Providing customer service with a smile
  • Manage quarterly customer service satisfaction survey
  • Servicing a high volume of calls while providing excellent customer service

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