Customer Care Specialist – East Hanover, NJ

PDI, Inc. - East Hanover, NJ3.8

Full-timeEstimated: $39,000 - $53,000 a year
Customer Care Specialist – East Hanover, NJ(Job Number: PHR000271)
Primary Location-United States-New Jersey-East Hanover

Customer Care handles inbound, unsolicited customer calls from Consumer and Healthcare Professionals for inquiries such as product questions, adverse events, sample requests, etc. The Customer Care Specialist is responsible for handling inbound customer inquiries, including identification and processing of Adverse Events and Technical Complaints

Essential Duties/ Responsibilities:
Provides customer service support in handling all patient inquiries through phone, eMail, direct mail and other channels

Maintain excellent quality standards, adhere to approved materials and guidelines

Accurately collect information required by individual programs and correctly capture in specific program databases

Answer product questions from customers according to company policy utilizing approved FAQs and discussion guides

Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed

Effective identification and processing of potential Adverse Events and Technical Complaints in accordance with the Client’s Working Practice Documents (WPDs)

Demonstrate adherence to all Privacy/Security procedures as outlined in applicable WPDs

Adhere to all company policies and Standard Operating and Working Procedures

Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed

Identifying and triaging customer escalations through resolution, including collaboration with other functions to ensure compliant solution

BA/BS degree or relevant work experience

Customer service-related experience

Expert level typist

Other Requirements:
Minimum at-home requirement of High Speed Cable Internet or Fiber Optic Cable to ensure ability to work remotely from home as required by business need

Engaging and effective verbal communication skills including the ability to clearly articulate and easily convey resolution and customer service sentiment

Exceptional written skills with the ability to quickly interpret as well as compose customer communications. This skill shall include grammatically and contextually correct correspondence

Ability to multi task and prioritize

Demonstrated ability to exercise independent judgment effectively

Ability to adapt to and learn new technology and customer service CRM (Customer Relationship Management) systems

Strong interpersonal skills as demonstrated by ability to work successfully in a team environment

Ability to work under pressure and adapt to change in a dynamic contact center environment

Performance Competencies:
Core competencies identify behaviors and skills all employees are expected to demonstrate in order to carry help out the mission and goals of the organization.

Applied Learning


Attention to Detail

Building Customer Relationships


Customer Focus

Dealing with Ambiguity

Earning Trust


Technology Savvy

Valuing Differences