Job Description

Customer Care Representative
Job Number: 21-15021
Be part of a company that delivers life-changing healthcare solutions. Eclaro is looking for a Customer Care Representative for our client in Summit, NJ.
Eclaro’s client is among the world’s largest pharmaceutical companies, trusted by billions to provide superior, cutting-edge, and inexpensive medicine that improves health and well-being. If you’re up to the challenge, then take a chance at this rewarding opportunity!

Position Overview:
  • Responsible for interacting with customers and ensuring they understand and adhere to the client’s requirements while providing a positive customer experience. Expected to use a variety of soft skills and company knowledge to provide comprehensive support for client’s programs managed within Customer Care.
  • The representative interacts with customers via the telephone, email and fax.
  • Responsible for demonstrating the corporate values of Integrity, Accountability, Urgency, Passion, Innovation and Inclusion while performing the job.

  • Handle transactions with customers via inbound and outbound calls, faxes, and emails and document in appropriate database and/or platform as required by standard operating procedures.
  • Process Knowledge Assessments received via email, fax or mail ensuring all client’s requirements are met.
  • Process Enrollment Forms received via email, fax or mail ensuring all client’s requirements are met.
  • Process Patient Status Form submissions (including reports of indicated on form) received via email, fax, or mail.
  • Provide authorization or confirmation for pharmacy dispenses to ensure client’s compliance.
  • Process safety surveys received via phone, email, or fax.
  • Promptly identify and report Adverse Events, product quality complaints, and non-compliance, capturing relevant information and directing calls as outlined in the standard operating procedures.
  • Place outbound calls and emails to resolve issues.
  • Provide user guidance on client’s websites, online portals, mobile applications, and report systems issues to IT promptly.
  • Individuals are also responsible for contributing to the achievement of departmental KPIs by adhering to quality and attendance guidelines.

Required Skills:
  • Listening - Employ strong listening skills and convey information clearly to audience using a tone that balances friendliness and professionalism.
  • Verbal - Position information positively while utilizing call handling skills.
  • Written - To be effective, written communication is clear and easy to understand, uses the correct tone and appropriate grammar.
  • Strong organizational skills and attention to detail
  • Computer Skills MS Office Suite, Basic/Intermediate (Outlook, Word, Excel)
  • Understands and demonstrates good documentation practices
  • Initiative  - Being proactive rather than reactive and anticipating needs.
  • Accountability/Responsibility - Takes ownership of both successes and failures and be open to feedback.
  • Integrity - Can be relied upon to do the right thing even if no one is looking.
  • Customer Focused/ Empathy - Put self in customers shoes and see their perspective. Remain calm, be reassuring, and be mindful that the customer is a person.
  • Product Knowledge - Understand the use and possible effects of all products. Understand product quality issues and how to respond appropriately.
  • Process Knowledge - Understand procedures and processes, effectively explain and implement them.
  • Technical Knowledge - Strong  ability to learn multiple systems and navigate them to document interactions in a timely manner.
  • Problem Solver/Critical Thinking Skills - Apply good judgment based on past experiences and learnings while following procedures.
  • Flexible - Willingness to change in the moment to achieve a positive outcome.
  • Adaptable Positively -  Embrace different situations, think outside the box for a solution and implement an appropriate solution.
  • Teamwork - Work effectively with others to achieve goals in a timely fashion, leverage diversity, share responsibility and successes.
  • Professionalism - Understand the big picture, be aware of both self and others, and maintain composure by demonstrating patience and restraint.
  • Bachelors degree or 3+ years successful customer service experience
  • Prior experience in a customer service environment handling communication via email and/or telephone a plus.

If hired, you will enjoy the following Eclaro Benefits:
  • 401k Retirement Savings Plan administered by Merrill Lynch
  • Commuter Check Pretax Commuter Benefits                
  • Eligibility to purchase Medical, Dental & Vision Insurance through Eclaro
If interested, you may contact:

June Binuya
June Binuya | LinkedIn

Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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