Customer Service Specialist (Remote)

Job Description

Position Overview

The Customer Service Specialist is a customer-facing role within the Customer Service Center (CSC) team, responsible for delivering high-quality service to consumers, employees, and, as needed, healthcare professionals. This position supports the National Service Center and Field Service Center and manages inbound inquiries across multiple communication channels, including phone, chat, email, and digital platforms.

The Specialist provides accurate, compliant, and timely information using approved resources and internal systems. This role also serves as a designated point of contact for the intake, documentation, and reporting of adverse events and product quality complaints, ensuring adherence to regulatory and company standards. The Customer Service Specialist plays a key role in delivering a consistent customer experience while supporting operational excellence.
 

Primary Responsibilities

• Manage inbound customer and employee inquiries professionally and efficiently across multiple channels

• Utilize approved knowledge bases, prescribing information, medication guides, and internal systems to provide accurate responses

• Accurately document all interactions, including inquiries, complaints, adverse events, and actions taken

• Ensure consistent delivery of the desired customer experience across all engagements

• Support contact center workflows, procedures, and multi-channel communications

• Collaborate with internal stakeholders to support process improvements, operational changes, and issue escalation

• Manage assigned escalated requests through resolution and contribute to service quality initiatives

• Shifts vary from 8AM EST - 7 PM EST

Minimum Education Requirement

• Bachelor’s Degree

  • or Associate’s degree with with at least 2 years of experience demonstrating aptitude for customer care and scientific information

Required Experience and Skills

• Demonstrated customer service experience or strong customer service aptitude

• Strong written and verbal communication skills

• High attention to detail with proficient computer and typing skills

• Ability to understand and apply scientific and product-related information

• Successfully complete all required training and certifications as a condition of continued employment.

Preferred Qualifications

• Prior contact center or customer service experience

• Scientific aptitude

• Medical Terminology

• Project management experience

Required Skills:

Business Process Standardization, Business Support, Communication Management, Customer Centric Focus, Customer Feedback, Customer Service, Customer Support, Data Quality, Detail-Oriented, Digital Platforms, Operational Excellence, Process Improvement Projects, Process Optimization, Product Management, Quantitative Analytics, Regulatory Compliance, Retail Customer Service, Service Excellence, Stakeholder Communications, Teamwork

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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