Title: Customer Service Representative (Level 1)
Hybrid (2.5 days onsite)
• Required to be onsite every Tuesday
Must be located within reasonable commuting distance (within 45-min)
• Collegeville, PA (prefer) 19426
• Memphis, TN (prefer) 38120
• Lake Forest, IL 60045
Shifts schedule:
• 8-4:30 EST
• 8:30-5 EST
• 9-5:30 EST
ROLE SUMMARY:
• As the initial point of contact, the Customer Service Representative serves as the face of to our vaccine and hemophilia customers, including but not limited to health care professionals, home health facilities, specialty distributors, and government entities. The Customer Service Representative supports not only customers but also sales force members and other internal stakeholders.
ROLE RESPONSIBILITIES:
• Manage customer orders and inquiries by serving as the initial point of contact for customer telephone calls, consistent with product or brand specific requirements
• Remain available to answer incoming calls at a rate consistent with metrics set by customer service management team
• Support the logistical complexities of COVID vaccine by handling customer calls and email interactions
o Partnering with Quality/Controlant and Transportation team on any temperature deviations or delivery issues.
• Assist customers as they make credit card payments and issue resolution according to business rules and policies
• Support vaccine and hemophilia initiatives – contracting, pricing, customer intelligence and reporting etc.
• Maintain a detailed working knowledge of trade policies, SOPs, and standard business processes in order to respond to customer and sales force inquiries regarding the Trade Policy, Return Policy, shipping practices, invoice terms, product availability information, accepting credit card payments when appropriate, and product-specific order handling guidelines
• Handle customer contacts in a professional, diplomatic, and empathetic manner, as defined in quality monitoring guidelines
• Must stay abreast of changes in scripts, procedures and products
• Support Sarbanes Oxley by adhering to internal controls
• Redirect callers who require assistance from other departments
• Initiate requests for new customer accounts and account changes
• Support customer inquiries/issues regarding Prime website
• Complete all assigned training
• Participate in special projects as assigned
• Partnering with GFS team to respond to inquiries and issues
ORGANIZATIONAL RELATIONSHIPS:
• Sales Reps
• Collections/ AR
QUALIFICATIONS:
• High school diploma/Equivalent with two years Customer Service experience.
• Ability to remain professional and courteous with customers at all times
• Excellent verbal and written communication skills
• Ability to multi-task, prioritize and manage time effectively
• Proven problem-solving ability
TECHNICAL SKILLS REQUIREMENTS:
• Proficient in Microsoft Office
• SAP knowledge preferred
Minimum Years 2 years CS experience in remote setting.
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $18.88/hr.