Customer Care Professional

Job Summary

The Customer Care Professional position requires an individual who has the experience and ability to handle high call volume in an active call center environment. The qualified candidate ensures the customer receives the best service possible while demonstrating enthusiasm, diligence, and resilience.

• Answer incoming calls from customers and make outbound calls to process orders received from doctor offices
• Manage and resolve customer complaints with a sense of concern and urgency
• Enter new customer information into the appropriate system and update existing customer information
• Document all call information according to standard operating procedures
• Deliver superior customer service with a friendly demeanor, can-do attitude, and willingness to help at all times
• Maintain a position of trust and responsibility by keeping customer information confidential
• Demonstrate sound decision making according to established guidelines/procedures
• Continuously increase job knowledge and skills through self-motivation and in-house training

About the Role

Epicur Pharma is a 503B registered outsourcing facility that produces drugs such as Tacrolimus Eyedrops, Buprenorphine Injection, and Gabapentin tablets. The facility follows Current Good Manufacturing Practices (cGMP) and is overseen by the FDA. Stokes Healthcare, founded in 1975, has a reputation for safety, quality, and traditional craftsmanship combined with modern technology.

Responsibilities

• Answer incoming calls from customers and make outbound calls to process orders received from doctor offices
• Manage and resolve customer complaints with a sense of concern and urgency
• Enter new customer information into the appropriate system and update existing customer information
• Document all call information according to standard operating procedures
• Deliver superior customer service with a friendly demeanor, can-do attitude, and willingness to help at all times
• Maintain a position of trust and responsibility by keeping customer information confidential
• Demonstrate sound decision making according to established guidelines/procedures

Requirements

• High school diploma or general education degree (GED)
• Customer Service Call Center Experience
• Strong verbal, written, and oral communication skills
• Basic to moderate computer skills and ability to learn new software programs quickly
• Punctuality and low absenteeism
• PTCB Certification a plus
• NJ Pharmacy Technician License is not required but is a plus

Qualifications

• May sit, stand, stoop, bend, and walk intermittently during the day
• May sit or stand seven (7) to ten (10) hours per day
• Finger dexterity to operate office equipment required
• May need to lift up to twenty-five (25) pounds on occasion

Benefits

• Competitive salaries
• Comprehensive benefits package including medical, dental, and vision coverage
• Health Reimbursement Account
• Flexible Spending Account
• 401(K) retirement savings plan with a generous employer match
• Paid holidays and vacation time
• An excellent working environment

Schedule

This is a full-time position. Because of the nature of the business, work schedules may vary at times.

Travel

No travel is expected for this position.