AdhereTech is looking to hire part time position (~25 hours/week) Customer Service Representative to work the West Coast shifts. Some weekends and holidays will be required.Bilingualin Spanish or French highly desired. This is a fully remote position upon approval including but not limited to maintaining your own internet with approved speed requirements and a secure workspace free from distractions. Employee must be based in the US. Adherence to HIPAA and governmental compliance is required in this role. The Customer Service Representative is a key player on a team focused on delivering exceptional customer service to patients, caregiver, and specialty pharmacies using the AdhereTech Aidia Smart Bottle System.
At least one year of call center experience
Typing speed of 35 wpm or faster
Must be able to communicate effectively in English.
Excellent computer and data entry skills
Experience in fast-paced environment and multi-tasking
Ability to learn new systems and programs quickly
Exemplary written and verbal communication skills.
Available to work weekend and holiday shifts.
Bilingual in Spanish or French highly desired
Exposure to the pharmaceutical industry
Experience in a regulated environment and/or one which required following detailed processes
Customer service/call center experience in the healthcare/pharmaceutical industry.
Key Job Responsibilities
Handle and carefully respond to all customer inquiries in a defined timed limit (via Phone, SMS, & Email) by building excellent rapport & confidence. Compassion is key in this role.
Provide excellent customer service through active listening on every interaction
Update participant information & troubleshoot, resolve product issues and concerns.
Answer phones and keep a detailed log of consumer questions/complaints
Daily outbound follow up support calls.
Achieve contract performance goals and objectives for geographical assignment as established in the standard operating procedures.
Maintain a focus on excellence by meeting or exceeding quarterly targets including Quality Assurance (QA), Customer Satisfaction (CSAT), productivity (solves/AHT)
Utilize support tools to track cases and monitor key metrics.