Customer Service Agent

Alfasigma is a global healthcare company focused on improving health and quality of life through innovative pharmaceutical and specialty healthcare solutions. The Customer Service Agent supports Brand Direct Health’s Nutrition business by assisting patients, processing enrollment and refill prescriptions, managing inbound and outbound calls, and meeting call center and performance metrics.

Responsibilities:

• Achieves daily inbound and outbound call requirement based on team’s expectation
• Responds to Inbound & Outbound calls in accordance with company standards – courteously and professionally
• Asks appropriate questions and listen actively while documenting required information in computer systems
• Establishes rapport and builds trust while assisting patients
• Identifies patient’s needs quickly and accurately
• Uses services and available resources to convert inquiry calls to new customers
• Escalates issues as necessary
• Consistently meets monthly KPI objectives and Fill goals
• Meets dialogue requirements according to Quality Assurance guidelines
• Demonstrates regular and reliable attendance

Requirements:

• High School diploma or equivalent required
• Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced remote environment
• Able to work under pressure
• Excellent organizational, time management, and problem-solving skills
• Excellent written, verbal and interpersonal communication skills
• Familiarity with computer and Window PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Proficient with Microsoft Office Suite (intermediate Word, Excel, Power Point, and Outlook)
• Business process, problem identification, analysis and resolution management skills
• 1-2 years of customer service and sales experience preferred (such as personal banking, real estate or a combination of retail sales, restaurant and other business experience)
• 1-3 years of call center experience preferred, preferably in service/sales-oriented environment
• Bi-lingual in Spanish desired
• Healthcare or pharmacy experience desirable