Customer Service Agent

Scope of the role

The Customer Services Agent (CSA) supports the efforts of Brand Direct Health’s by providing exceptional customer service resulting in successful interactions with patients. Duties will include processing both Enrollment and Refill prescriptions, Verbal and Written communication towards a positive patient prescription journey. A Customer Service Agent is accountable for meeting expectations on call center metrics including number of patients reached daily, number of Enrollment fills, and Refills. This will include an ability to use all approved resources needed to contact a patient.

Your key 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
• Mets dialogue requirements according to Quality Assurance guidelines
• Demonstrates regular and reliable attendance

Who are you

• High School diploma or equivalent required
• 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
• 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

Why Join Alfasigma

At Alfasigma, we foster a culture where the courage to innovate is key to our success. We offer a competitive salary, comprehensive benefits, and extensive opportunities for professional growth and development. Our commitment to people and patients is at the heart of everything we do. We value diversity and welcome individuals with unique perspectives and experiences. We believe that open-mindedness, collaboration, and a shared passion for innovation are essential to achieving meaningful progress. Join Alfasigma and become part of a forward-thinking team dedicated to shaping the future of the pharmaceutical industry.