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Position Summary:

We are seeking a Customer Service Specialist to join a high-volume, performance-driven call center supporting healthcare professionals (HCPs), pharmaceutical field teams, and internal stakeholders.

In this role, you will handle inbound calls, emails, and tickets as well as outbound follow-ups related to sample requests, order processing, returns, and system or portal support. You will work in a fast-paced environment where accuracy, accountability, strong communication, and customer care are essential.

This role is ideal for someone who takes ownership of their work, demonstrates understanding in customer interactions, and brings heart and professionalism to every engagement while maintaining performance standards.

Key Responsibilities:

Handle inbound customer service calls, emails, and CRM/Zendesk tickets from HCPs and field representatives.
Assist with inquiries related to sample requests, orders, returns, and account inquiries accurately and efficiently.
Conduct outbound calls to obtain missing information and resolve pending requests.
Accurately document all interactions in CRM/ticketing systems (Zendesk or similar).
Troubleshoot basic system, portal, and order-related issues.
Escalate complex issues and system outages to appropriate internal teams.
Follow SOPs and client-specific requirements with consistency and accountability.
Meet or exceed performance metrics including response time, quality, and resolution SLAs.
Maintain professional, empathetic communication with customers and internal partners.
Collaborate with internal teams to ensure timely and effective issue resolution.
Maintain schedule flexibility to support business needs, including occasional evening coverage and PTO coverage within the team.

Qualifications:

1–3 years of experience in customer service, call center, or contact center roles.
Strong verbal and written communication skills.
Experience with CRM or ticketing systems (Zendesk or similar).
Ability to multitask across systems and prioritize effectively.
Strong attention to detail and accuracy.
Ability to work in a fast-paced, metric-driven environment.
Demonstrated accountability, reliability, and follow-through in prior roles.

Preferred Qualifications:

Experience in healthcare, pharmaceutical, or regulated support environments.
Experience with inbound and outbound call center operations.
Familiarity with order processing, case management, or customer support workflows.
Experience supporting multiple clients or accounts.

Core Competencies:

Accountability
Customer Focus
Problem Solving
Communication
Time Management
Adaptability
Team Collaboration
Empathy and Understanding

What Success Looks Like:

Consistently accurate and timely handling of customer requests.
Strong ownership of work and follow-through on commitments.
High-quality documentation with minimal errors.
Strong adherence to SLAs and operational standards.
Professional, respectful, and empathetic customer interactions.
Effective collaboration with internal teams to resolve issues efficiently.

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