Description
You will help Pfizer as a customer service representative, responding to internal and external inquiries through telephone, internet, and correspondence.
Your strong communication skills and knowledge of company products and customer service processes will help you act as a liaison for customers.
You will maintain database records of customer profiles and prepare status reports.
As part of the business support team, you will have comprehensive knowledge and skills in your area and understand how related areas impact it.
You take initiative to establish connections with other projects and represent your department on cross-functional teams.
You are proactive in sharing knowledge and expertise with others in your work group.
You promote teamwork and motivate others to achieve team objectives.
Responsibilities:
- Manage your time, professional development, and prioritize workflows.
- Maintain a detailed working knowledge of company trade policies, Standard Operating Procedures (SOP), and standard business processes.
- Collaborate with the management team to examine practices and procedures as part of a continuous business improvement effort.
- Monitor orders, claims, disputes, and associated financial transactions.
- Consistently exceed work accuracy targets according to quality standards.
- Provide excellent service through all channels of communication.
- Assist customers and colleagues with escalated inquiries or problems.
- Act as a role model, mentor, and subject matter expert for less experienced Customer Service Representatives.
- Work collaboratively with internal resources and customers.
- Act as a triage point for external calls.
Requirements:
- High School Diploma or GED
- 4+ years of relevant experience
- Experience in sales, operations, and compliance
- Excellent customer service skills
- Excellent verbal and written communication skills
- Proficient keyboard skills, including 10-key pad
Preferred Qualifications:
- Bachelor's Degree
- Call center experience
- Bilingual (Spanish speaking)
Physical/Mental Requirements:
- Remain in your immediate work area, connected to the phone.
- Multi-task to maintain acceptable work queues.
- Significant concentration and attention to detail.
Work Schedule:
- Ability to work overtime when offered
- Hybrid work location
- Working hours: 8:30 am to 5:00 pm / 8:00 am to 4:30 pm during training
Benefits:
- Comprehensive and generous benefits and programs
- 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution
- Paid vacation, holiday, and personal days
- Paid caregiver/parental and medical leave
- Health benefits, including medical, prescription drug, dental, and vision coverage