Consumer Care Representative

Consumer Care Representative

Requirements

• Has a bachelor’s degree, high school diploma or equivalent required.
• Has high school diploma, general education degree, or equivalent required
• Has 1-2 years relevant experience.
• Understands telephone operations (transferring, conferencing, voicemail, etc.), other electronic methods of customer interactions.
• Has excellent interpersonal skills with the ability to work effectively with others
• Can handle multiple tasks in a constantly changing environment.
• Has strong organizational, customer service, and communication skills.
• Can suggest and implement process improvements where applicable.
• Can build a rapport, establish and maintain good relations with customers.

Responsibilities

• Follow associated company standard operating procedures and requirements for documenting adverse events and serious adverse events.
• Interact directly with customers either by telephone, electronically, or by written correspondence.
• Utilize all product training and resource materials to provide accurate, quality responses to customer inquiries accurately, promptly, and courteously respond to all customers with professional attitude.
• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
• Process orders, forms, applications, and customer requests.
• Escalate high-level requests and unresolved issues to the appropriate management team member.
• Provide timely follow-up and documentation of calls requiring research or additional guidance.
• Contribute to team efforts by accomplishing relevant objectives as necessary, working on projects, or traveling to work at various trade shows.
• Effectively finalize and close all open requests in a timely manner.
• Field customer inquiries through telephone, chat, mail, or email.
• Follow company standard operating procedures and policies and other cGMP related procedures.
• Track and redirect shipments.
• Collect, manage, and update customer data, etc.
• Understand and utilize telephone operations (transferring, conferencing, voicemail, etc.) email, chat, and other methods of customer interaction.

Preferred Qualifications

• Excellent interpersonal skills with the ability to work effectively with others
• Ability to handle multiple tasks in a constantly changing environment
• Strong organizational, customer service, and communication skills
• Ability to suggest and implement process improvements where applicable
• Ability to build a rapport, establish and maintain good relations with customers.