Customer Service Representative

Dexian is a fast-growing pharmaceutical company seeking a friendly and hard-working Customer Success Representative to join their team. The role involves interacting with patients and physicians to address their questions and concerns about prescriptions and orders, significantly impacting satisfaction and loyalty.

Responsibilities:

• Answer patient calls, questions and resolve issues via phone, email or chat
• Contact patients regarding their prescriptions to take payment, confirm shipping and sending payment link
• Ability to complete all CSR tasks assigned to you in a timely manner
• Make outbound calls to patients for follow-ups and collect payments
• Make outbound calls to Providers for needed information
• Follow HIPAA compliance and stay up to date on all HIPAA trainings
• Route calls to other team members and Pharmacy staff when needed
• Consistently review and follow department SOP’s
• Other duties as needed and assigned by CSM

Requirements:

• Customer service/call center experience
• Genesys experience (is a plus)
• Bilingual in Spanish/English
• Ability to work independently and as a team
• Ability to multitask between multiple different systems at a time
• Ability to handle upset customers and maintain professional at all times
• Excellent written and verbal communication skills
• Ability to think critically and solve problems independently to find an effective and efficient solution
• Experience with Outlook, Teams, Word and Excel
• Must be available to work your required shift, rotating weekends and holidays
• Must have a quiet space to work as this is a remote position
• High School Diploma/G.E.D
• 2 years of Customer Success experience
• Pharmacy experience preferred but not required
• Bi-lingual in Spanish preferred but not required