Customer Service Representative I
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 through knowledge of company products and customer service processes. The role maintains customer profile database records and prepares status reports. As part of the business support team, the representative applies comprehensive knowledge of their area, recognizes how related areas affect it, connects with other projects, represents the department on cross-functional teams, shares expertise, and promotes teamwork.
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, generally connected to the phone, and multitask to maintain acceptable work queues.
- Significant concentration and attention to detail.
- Ability to work overtime when offered.
- Must have permanent work authorization in the United States; U.S. work visa sponsorship is not available.
Nice To Haves
- Bachelor's degree.
- Call center experience.
- Bilingual Spanish-speaking ability.
Responsibilities
- Manage time, professional development, and workflow priorities.
- Maintain detailed working knowledge of company trade policies, Standard Operating Procedures (SOPs), and standard business processes to respond to customer and sales force inquiries.
- Collaborate with management to review practices and procedures as part of continuous business improvement.
- Monitor orders, claims, disputes, and related financial transactions to ensure prompt and accurate processing.
- Meet and exceed work accuracy targets under the 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 help provide prompt resolution.
- Serve as a role model, mentor, and subject matter expert for less experienced Customer Service Representatives.
- Collaborate with internal resources, including 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 Pfizer stakeholders.
- Maintain customer profile database records and prepare status reports.
- Act as a liaison for customers and respond to internal and external inquiries by telephone, internet, and correspondence.
Benefits
- 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution.
- Paid vacation, holiday, and personal days.
- Paid caregiver/parental and medical leave.
- Medical, prescription drug, dental, and vision coverage.
- Relocation assistance may be available based on business needs and/or eligibility.
- Eligibility for overtime, weekend, holiday, and other pay premiums depending on work schedule and company policies.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
