Customer Service Representative II (Secondment - 4 Months)

Pfizer•Lake Forest, CA

3d•Hybrid

About The Position

This role is a secondment for 4 months. The Customer Service Representative II will respond to internal and external inquiries through telephone, internet, and correspondence. They will act as a liaison for customers, utilizing strong communication skills and knowledge of company products and customer service processes. The role involves maintaining database records of customer profiles and preparing status reports. As part of the business support team, the individual will possess comprehensive knowledge and skills in their area and understand its impact on related areas. They will take initiative to connect with other projects and represent their department on cross-functional teams, proactively sharing knowledge and expertise. This role promotes teamwork and motivates others to achieve team objectives, contributing to Pfizer's milestones and patient support globally.

Requirements

High school diploma (or equivalent) and 6+ years of relevant experience.
4+ years of experience in Customer Service.
2+ years of experience in HBU Customer Service.
Experience in sales, operations, and compliance.
Excellent customer service skills, supporting internal and external customers.
Excellent verbal and written communication skills with demonstrated telephone skills.
Proficient keyboard skills, including 10-key pad.
Shown to go above and beyond and ask for assistance when required.
How Can I Help attitude.
Training consistently up-to-date.
Must have permanent work authorization in the United States.

Nice To Haves

Associates and/or Bachelor's Degree.
Call center experience.
Bilingual; Spanish speaking.
Experience with SAP and Microsoft Excel and Outlook.
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Responsibilities

Manage own time, professional development and prioritize workflows accurately and efficiently.
Maintain a detailed working knowledge of company trade policies, Standard Operating Procedures (SOP), and standard business processes in order to respond to customer and sales force inquiries.
Collaborate with the management team to examine practices and procedures as part of a continuous business improvement effort.
Monitor orders, claims, disputes, and associated financial transactions to ensure prompt and accurate processing.
Consistently exceed work accuracy targets according to quality standards for the assigned area.
Provide excellent service through all channels of communication.
Assist both customers and Certificate Signing Request colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution.
Act as a role model, mentor and subject matter expert for less experienced Customer Service Representatives.
Provide training support for new hires and other team members.
Process credit and/or debit approvals.
Work collaboratively with internal resources, including customer service, credit collections, distribution, and key business leads.
Work collaboratively with customers, Deduction Specialist and the credit department to resolve deductions and discrepancies.
Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.