Customer Service Representative II (Secondment - 4 Months)

WHY PATIENTS NEED YOU

A career with us is about discovering breakthroughs that change patients’ lives. Whatever your role, you’ll be part of bringing those therapies to people all over the world. You’ll be driving the industry forward and making a positive difference. And you’ll discover that amazing things are possible. 

WHAT YOU WILL ACHIEVE

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 in acting 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 a connect 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 are seen as someone who promotes teamwork and always motivates others to achieve team objectives. 

It is your hard work and focus that will make Pfizer ready to achieve new milestones and help patients across the globe. 

HOW YOU WILL ACHIEVE IT

• Manage own time, professional development and prioritize workflows accurately and efficiently. 

• Maintain a detailed working knowledge of company trade policies, Standard Operating Procedures (SOP), and standard business processes in order to respond to customer and sales force inquiries. 

• 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 to ensure prompt and accurate processing. 

• Consistently exceed work accuracy targets according to quality standards for the assigned area. 

• Provide excellent service through all channels of communication. 

• Assist both customers and Certificate Signing Request colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution. 

• Act as a role model, mentor and subject matter expert for less experienced Customer Service Representatives. 

• Provide training support for new hires and other team members.

• Process credit and/or debit approvals.

• Work collaboratively with internal resources, including customer service, credit collections, distribution, and key business leads. 

• Work collaboratively with customers, Deduction Specialist and the credit department to resolve deductions and discrepancies. 

• Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.

QUALIFICATIONS

Must-Have

• Applicant must have a high school diploma (or equivalent) and 6+ years of relevant experience.

• 4+ years of experience in Customer Service.

• 2+ years of experience in HBU Customer Service.

• Experience in sales, operations, and compliance. 

• Excellent customer service skills, supporting internal and external customers.

• Excellent verbal and written communication skills with demonstrated telephone skills.

• Proficient keyboard skills, including 10-key pad.

• Shown to go above and beyond and ask for assistance when required.

• How Can I Help attitude.

• Training consistently up-to-date.

Nice-to-Have

• Associates and/or Bachelor's Degree.

• Call center experience.

• Bilingual; Spanish speaking.

• Experience with SAP and Microsoft Excel and Outlook.

Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

PHYSICAL/MENTAL REQUIREMENTS

• This position requires an individual to remain in their immediate work area, in most cases, connected to the phone.  

• Calls are systematically routed to administrators so the individual must be able to multi-task to maintain acceptable work queues.  

• This position requires significant concentration and attention to detail. 

• Typing skills test will take place during the recruiting process. 

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT