Customer Service Representative

TEKsystems•Cary, NC

1d•Onsite

About The Position

The Customer Support Representative serves as the primary resource for inbound and outbound calls, supporting non‑clinical customer inquiries and ensuring a seamless medication fulfillment process. This role requires strong attention to detail, excellent communication skills, and the ability to thrive in a high‑volume call center environment.

Requirements

Minimum 1 year of high‑volume call center experience
Excellent verbal and written communication skills
Strong customer service and problem‑solving abilities
Accurate typing skills of at least 35 words per minute
Ability to work in a structured, fast‑paced, performance‑driven environment
Comfort working with multiple systems and documenting in real time

Nice To Haves

Prior experience in pharmacy, healthcare, or medication‑related customer support
Familiarity with rigid scheduling, call metrics, and compliance‑driven environments

Responsibilities

Serve as the primary point of contact for inbound customer calls, minimizing workflow interruptions related to non‑clinical inquiries (e.g., prescription status, billing, or financial information)
Handle inbound and outbound calls to schedule medication deliveries and process payments, ensuring accurate and complete customer profiles
Respond directly to customer inquiries or appropriately route calls to internal staff for prompt resolution and customer satisfaction
Document concise and accurate progress notes to allow cross‑functional teams to quickly assess referral statuses
Use internal management information systems to: Answer refill‑related questions, Provide status updates for pending or shipped prescriptions, Verify insurance information, Generate and provide invoices upon request
Address patient questions and concerns during refill scheduling and escalate to pharmacists or nurses when clinical support is required
Identify and report Adverse Events (AEs) and Product Complaints (PCs) to clinical teams to ensure patient safety
Perform additional duties as assigned; responsibilities may vary slightly depending on team or program needs