Customer Service Representative I

Pfizer • Lake Forest, CA

6d • Hybrid

About The Position

The Customer Service Representative I responds to internal and external inquiries through telephone, internet, and correspondence, serving as a liaison for customers. The role maintains customer profile database records and prepares status reports. It requires comprehensive knowledge of the assigned business support area and how related areas affect it, initiative in connecting with other projects, participation on cross-functional teams, and proactive knowledge sharing. The representative promotes teamwork and motivates colleagues to achieve team objectives.

The position involves managing time and workflow, maintaining detailed knowledge of company trade policies, Standard Operating Procedures (SOPs), and business processes, and monitoring orders, claims, disputes, and related financial transactions for accurate and timely processing. The representative provides service through all communication channels, helps resolve escalated inquiries, supports continuous business improvement, and collaborates with customers and internal teams. The role also includes mentoring less experienced representatives and triaging external calls to the appropriate Pfizer stakeholders.

This is a hybrid position based in Lake Forest, Illinois. Listed working hours are 8:30 a.m. to 5:00 p.m., or 8:00 a.m. to 4:30 p.m. during training. Overtime may be worked when offered. The hourly salary range is $26.47 to $44.12. Candidates must be authorized to work in the United States; work visa sponsorship is not available.

Requirements

• High school diploma or GED.
• At least 4 years of relevant experience.
• Experience in sales, operations, and compliance.
• Excellent customer service skills supporting internal and external customers.
• Excellent verbal and written communication skills, including demonstrated telephone skills.
• Proficient keyboard skills, including use of a 10-key pad.
• Ability to remain in the immediate work area and, in most cases, connected to the phone.
• Ability to multitask to maintain acceptable work queues as calls are systematically routed.
• Significant concentration and attention to detail.
• Ability to work overtime when offered.
• Permanent work authorization in the United States; visa sponsorship is not available.

Nice To Haves

• Bachelor's degree.
• Call center experience.
• Bilingual Spanish-speaking ability.

Responsibilities

• Respond to internal and external inquiries through telephone, internet, and correspondence, acting as a liaison for customers.
• Maintain database records of customer profiles and prepare status reports.
• Manage time, professional development, and workflow priorities.
• Maintain detailed working knowledge of company trade policies, SOPs, and standard business processes to respond to customer and sales force inquiries.
• Collaborate with management to examine practices and procedures as part of continuous business improvement.
• Monitor orders, claims, disputes, and associated financial transactions to ensure prompt and accurate processing.
• Meet and exceed work accuracy targets according to quality standards for the assigned area.
• Provide excellent service through all communication channels.
• Assist customers and Certificate Signing Request colleagues with escalated inquiries or problems to support prompt resolution.
• Serve as a role model, mentor, and subject matter expert for less experienced Customer Service Representatives.
• Collaborate with customer service, credit collections, distribution, and key business leads.
• Work with customers, the Deduction Specialist, and the credit department to resolve deductions.
• Triage external calls by assessing them and redirecting callers to appropriate stakeholders throughout Pfizer.
• Share knowledge and expertise with the work group and contribute to cross-functional projects and teams.

Benefits

• 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
• Paid vacation, holidays, and personal days.
• Paid caregiver, parental, and medical leave.
• Medical, prescription drug, dental, and vision coverage.
• Eligibility for overtime, weekend, holiday, and other pay premiums, depending on the work schedule and company policies.
• Relocation assistance may be available based on business needs and/or eligibility.
• Comprehensive benefits and programs to support colleagues’ health and life events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED