Key skills
Customer service experienceCommunication skillsProblem-solving skillsHealthcare experienceCustomer service softwarehandle stresswork shiftsExperience reading scriptsInterpersonal skillsCommunication
About this role
Kelly Services is seeking a dedicated Customer Experience Advocate for our inbound call team to support our client within the biopharmaceuticals industry. The role involves managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.
Responsibilities:
- Answer inbound calls promptly and professionally while striving for one-call resolution
- Serve as the primary point of contact for inquiries and escalations from in-bound calls
- Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up
- Assist customers with inquiries regarding products and services
- Resolve customer complaints and provide appropriate solutions
- Accurately document customer interactions in the database
- Maintain a thorough understanding of product offerings to effectively assist customers
- Adhere to company policies and procedures while providing high-quality service
- Collaborate with team members to enhance customer experience
- Meet or exceed performance metrics, including call response time and customer satisfaction scores
- Provide process feedback and suggest service delivery improvements
- Ensure customers receive accurate product and service information to make informed decisions
- Promptly resolve customer complaints and issues, escalating complex problems to management when necessary
Requirements:
- High school diploma or equivalent
- Minimum of 2 years' experience in healthcare setting with a focus on a customer service role
- Excellent communication and interpersonal skills
- Strong problem-solving skills and ability to think on your feet
- Ability to work in multiple systems at one time
- Proficient in using customer service software, databases, and tools
- Ability to work in a fast-paced environment and handle stress effectively
- Ability to work shift between 9am – 8pm EST
- Experience reading a phone script