Specialist, Pharma Call Center - job 2 of 2

With direct supervision from a supervisor, the Pharma Call Center Specialist provides support and assistance to retail, manufacturing and wholesale clients, as well as Third Party logistics or other organizations regarding their pharmaceutical returns. The incumbent must be detailed-oriented, organized, empathetic, remain calm under pressure and be a creative problem solver.

This position is onsite in the Team Support Center office in Winston-Salem, NC.

• Responsible for professionally answering a large volume of incoming client calls and responding with accurate information
• Create Salesforce cases for all calls and document thoroughly updates and resolutions
• Identify client needs, clarify information, research every issue and provide solutions or alternatives
• De-escalate any calls from dissatisfied clients
• Assist in guiding clients through our web applications and assist in troubleshooting when needed
• Create access for our web applications
• Identify and escalate priority issues to management
• Route callers to the appropriate resource

• Associates Degree required
• 1-2 years of related work experience working directly with clients in a call center or customer service environment
• Proficient with Google Suite and Microsoft Office
• Proficient with Salesforce
• Knowledge of call center telephony and technology

• Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
• Establish Focus: The ability to develop and communicate goals in support of the business; mission.
• Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
• Communication: Giving and receiving messages and information in written, oral, and visual formats in a clear and concise way for a complete understanding of meaning and intent.
• Collaboration: Works collaboratively with others to achieve group goals and objectives.
• Effective Execution: Translates broad conceptual understanding of the company’s strategy into a tactical plan of how it will happen including who will take on which tasks in what sequence, how long those tasks will take, how much the tasks cost, and how each task affects subsequent activities.

• Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
• Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
• Occasionally required to stand, kneel or stoop, and lift and/or move up to 25 pounds.
• Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.