Customer Service Representative

at Pfizer in Lake Forest, Illinois, United States

Job Description

Why Patients Need

You Everything we do, every day, is in line with an unwavering commitment to the quality and the delivery of safe and effective products to patients. Our science and risk-based compliant quality culture is flexible, innovative, and customer oriented. Whether you are involved in development, maintenance, compliance or analysis through research programs, your contribution will directly impact patients.

What You Will Achieve

You will help Pfizer as a customer service representative, responding to internal and external inquiries through telephone, internet and correspondence. Your strong communication skills and knowledge of company products and customer service processes will help you in acting as a liaison for customers. Your will maintain database records of customer profiles and prepare status reports. As part of the business support team, you will have comprehensive knowledge and skills in your area and understand how related areas impact it. You take initiative to establish a connect with other projects and represent your department on cross functional teams. You are proactive in sharing knowledge and expertise with others in your work group. You are seen as someone who promotes teamwork and always motivates others to achieve team objectives. It is your hard work and focus that will make Pfizer ready to achieve new milestones and help patients across the globe.

How You Will Achieve It

+ Dependable, efficient, and manage own time, professional development and prioritize workflows.

+ 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 including verbal and non-verbal actions.

+ Assist customers and colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution and problem-solving skills.

+ Act as a role model, mentor and subject matter expert for less experienced Customer Service Representatives.

+ Work collaboratively with internal resources, including customer service, credit collections, distribution, portfolio, and key business leads.

+ Work collaboratively with customers, Deduction Specialist, and the credit department to resolve deductions.

+ Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.

+ Work independently with limited direction from management.

Must-Have

+ High School Diploma or GED

+ 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

Nice-to-Have

+ Associates and/or Bachelor’s Degree

+ Call center experience

+ Bi-lingual; Spanish speaking

+ Experience with SAP and Microsoft Excel and Outlook

PHYSICAL/MENTAL REQUIREMENTS

+ This position requires an individual to remain in their immediate work area, in most cases, connected to the phone.

+ Calls are systematically routed to administrators so the individual must be able to multi-task to maintain acceptable work queues.

+ This position requires significant concentration and attention to detail.

+ Typing skills test will take place during the recruiting process.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

+ Non-Standard Work Schedule, Travel, Or Environment Requirements Potential participation in a rotation of 24-hour, on-call emergency support, including after-hours, holidays, and weekends.

+ Minimal travel but not mandatory.

+ This position is hybrid (in office 2-3 times per week as well as for business critical meetings as communicated by Management)

OTHER INFORMATION

+ Last Date to Apply for Job: July 26, 2024

The salary for this position ranges from $25.70 to $42.83 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 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, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies only to the United States – Illinois – Lake Forest location.

Relocation assistance may be available based on business needs and/or eligibility.

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.

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