Sr. Customer Representative, Product and Solutions Support (Contractor Conversion)
About The Position
What Product & Solutions Support contributes to Cardinal Health The Customer Care Account Management Representative is responsible for developing and maintaining relationships with approximately 6000+ retail independent pharmacies and their Sales reps. They receive anywhere from 15 to 40 calls from customers and sales reps daily. Customers and Sales reps call, email, reach out via live chat and intake form to get resolutions and/or discuss Tier 1 questions/concerns/problems related to the different products and solutions Cardinal offers to our retail pharmacies making Customer Care Account Management Representatives the main conduit. Customer Care Account Management Representatives work to ensure the pharmacy's back office runs smoothly and can answer questions related to the various inquiries surrounding the PSAO and the various products and solutions. It is a fast-paced environment where comfort talking on the phone to key stakeholders is paramount. Excellent and frictionless customer service, personal leadership, soft skills, strong communication skills, and the ability to navigate escalated calls with customers and Sales are a must. Managed Care and in-store pharmacy experience is a strong plus.
Requirements
- Bachelor's degree preferred or equivalent work experience, preferred
- 1-3+ years of previous customer service experience preferred
- Strong communication skills
- Prior computer experience using Microsoft Office systems required
- Managed care, reimbursement, and in-store pharmacy experience preferred
- Strong verbal and written communication skills as well as great listening skills
- Organizational skills
- Detail-oriented
- Multi-task oriented
- Possess a strong work ethic and team player mentality
- Has a pleasant, patient and friendly attitude
- Rapport building with Sales
- Ability to work independently
- Confident, articulate and professional speaking abilities
- Maintain structured and organized day-to-day responsibilities
- Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts
- Acts as an advocate and liaison between the customer and the cardinal health organization
- Applies basic concepts, principles and technical capabilities to perform routine tasks
- Responsible for identifying and tracking customer pain points
- Upholds department SOPs and SLAs and department goals
- Able and willing to troubleshoot technical issues
- Implement processes that improve overall customer experience
Nice To Haves
- Managed Care and in-store pharmacy experience is a strong plus.
Responsibilities
- Will possess basic knowledge of all Managed Care solutions
- GMB Routing and Monitoring
- Customer outreach through email, over the phone, live chat, and intake form
- Manage an average of 10-15 customer cases at a time
- Answer an average of 15-40 incoming calls per day from pharmacies and Sales Team Lead as Managed Care point person on conference calls for pharmacy chains and buying groups
- Attend and engage in daily Team huddle
- Attend and engage in cross-departmental meetings
Benefits
- Cardinal Health offers a wide variety of benefits and programs to support health and well-being.
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before pay day with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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What This Job Offers
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
