Customer Service Representative

Why Patients Need You.

Everything we do, every day, is in line with an unwavering commitment to the quality and the delivery of safe and effective products to patients. Our science and risk-based compliant quality culture is flexible, innovative, and customer oriented. Whether you are involved in development, maintenance, compliance or analysis through research programs, your contribution will directly impact patients.

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. Your 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.

• Dependable, efficient, and manage own time, professional development and prioritize workflows.

• 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 including verbal and non-verbal actions.

• Assist customers and colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution and problem-solving skills.

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

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

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

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

• Work independently with limited direction from management.

Basic Qualifications

Must-Have

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.

• GED/Highschool degree + 4 years of experience

• Having a “How can I help?”, upbeat, and positive attitude daily

• Being an efficient leader and team player

• Ability to multi-task

• Providing accurate information through use of all communication channels such as phone, e-mail, etc.

• Attention to detail, accountable and compliant with company requirements and best practices

• Dedication to quickly respond to the changing needs of the business; being flexible and open to change

• Demonstrate verbal and written communication skills through use of all communication channels (e-mail, phone, in-person, etc.) in a call center environment;

• Demonstrate ability to meet or exceed quality standards

• Proficient keyboard skills, including 10-key pad

• Computer and technologically savvy

Nice-to-Have

• Bachelor's Degree

• Call center experience

• Bi-lingual: Spanish speaking and writing

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 ind