Customer Service Specialist

Updated: September 12, 2018
Location: Somerset, NJ, United States
Job ID: 509

Overview

You’re driven, resourceful, and above all else - remarkably smart. You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door. Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Created through the merger of two industry leading companies - INC Research and inVentiv Health - we bring together more than 23,000 clinical and commercial minds to create better, smarter, faster ways to get biopharmaceutical therapies to patients. Teaming with some of the most talented professionals in the industry, you'll gain exposure and work in a dynamic environment where you'll be supported with comprehensive resources including emerging technologies, data, science and knowledge sharing. Grow your career with a global company committed to shortening the distance from lab to life. Here, there’s no shortage of challenging work, learning and opportunities. Because we offer many services to varied clients, our knowledgeable professionals gain experience across a large section of the industry. Our client roster consists of more than 550 organizations including all 50 of the largest global biopharmaceutical companies.

Responsibilities

This opportunity is with our Selling Solutions team, which partners with top tier pharmaceutical, medical device and biotechnology companies to provide better, smarter, faster solutions for the industry. Take part in leading the transformation of healthcare by joining the largest provider of outsourced commercial solutions to the healthcare industry. 
The Customer Service Specialist is responsible for providing inbound customer support in a 24/7 call center environment. Duties include, but are not limited to: answering numerous inbound phone lines, email communication, outbound follow-up calls, system documentation, trouble shooting and problem solving. More specifically:
 
  • Answer phone professionally and expeditiously
  • Respond to customer inquiries in a timely manner
  • Research required information using available resources
  • Handle and resolve customer complaints
  • Provide customers with product and service information
  • Identify and escalate priority issues
  • Route calls to appropriate resource
  • Maintain excellent notes in appropriate systems
  • Help to maintain required project documentation
  • Perform other duties as assigned

Job Requirements

Along with demonstrated initiative, uncompromised integrity and a results-oriented mindset, the ideal candidate has:
Education:
  • Preferred: BA/BS Degree
  • Required: High School Diploma

 Skills:

 Required

  • Experience in high-pressure and fast paced environment 
  • Excellent and persuasive communication skills both oral and written
  • Powerful customer focus; effective listener
  • Ability to function effectively in a team environment
  • Efficient computer and data entry skills; ability to learn new systems and programs quickly
  • Strong multi-tasking ability
  • Hours will be 5:30am to 2:00pm, Monday to Friday working remotely from home; must be flexible to work nights/weekends as needed for team coverage 
  • The drive for self-development, the ability to collaborate, and an action-oriented work ethic 

  Preferred

  • One or more years call center experience
  • Recent pharmaceutical or healthcare industry experience - eg. Medical Assistant, Nurses Aide, EMT, health insurance company etc. is highly preferred
  • Experience in a regulated environment and/or one which required following detailed processes
  • Bilingual Spanish

Full Syneos Health Selling Solutions benefits which include:

  • Generous paid time off and company paid holidays
  • Domestic Partner Coverage for:  medical, dental, vision, and voluntary life insurance
  • Medical – Cigna; Dental – Delta Dental; Vision - EyeMed
  • Company Match 401K - $0.50 per dollar up to 9% of salary
  • Eligible to participate in Employee Stock Purchase Plan
  • Flexible Spending Accounts: Health Care and Dependent Care
  • Company-paid Basic Term Life Insurance at 2x base salary
  • Optional Supplemental Term Life Insurance (100% employee paid): for employee, spouse/domestic partner, and children.
  • Company-paid Short and Long Term Disability
  • Optional Supplemental Short and Long Term Disability (100% employee paid): employee only
  • Employee Assistance Program
  • Tuition reimbursement
  • Referral bonuses
  • Dedicated training and support
Make your work matter everywhere. Be a driving force in a rapidly evolving healthcare industry.
 
Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Vets/Disabled)
 
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