These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Senior Customer Care Specialist (LPN)

0 people like this description

The Senior Customer Care Specialist is a nurse (Licensed Practical Nurse/LPN) with customer service professional responsible for answering all incoming calls to company lines, as well as e-mail/mail response. The Senior Customer Care Specialist will be responsible for answering product questions from consumers according to company policy utilizing approved FAQs, identifying important issues for escalation, researching customer issues using all available tools and obtaining detailed strategic information. The Senior Customer Care Specialist is responsible for assisting healthcare professionals who wish to see a company sales representative or obtain samples of company products for their practice. The Senior Customer Care Specialist will identify and properly handle the reporting of all Potential Adverse Events/Technical Complaints as per applicable working procedures. Finally, the Senior Customer Care Specialist will adhere to all Privacy/Security procedures. By professionally handling the telephony/e-mail/mail customer touch-points, the Senior Customer Care Specialist strengthens customer relationships, ensures compliance with company policies and creates customer loyalty.

1. Provides expert, informed responses from approved FAQs to questions received from health care professionals and consumers.
2. Provides on-label product information and technical product application support to customers.
3. Keeps informed of company products/programs/services to project a knowledgeable and professional image to customers.
4. Documents customer inquiries into call center system concisely and accurately (Adverse Events, Technical Complaints, Privacy issues, etc.)
5. Obtains and evaluates customer information, identifies key issues and concerns and handles calls according to established protocol and WPs.
6. Researches and compares data from different sources to accommodate customer requests.
7. Utilizes good judgment in making critical decisions (i.e. handling the call, transferring the call, offering literature, etc.)
8. Assists customers by drawing on a solid base of accurate product and organizational information using available tools and resources to research and respond to customer concerns regarding company products, programs and services
9. Creates correspondence and documentation for reports, memos, e- mails, web correspondence and letters as needed or requested by management
10. Identifies customer issues and triages calls to partner departments (i.e. Medical, Customer Service)
11. Flexibility in shifts as required

These job descriptions are examples. Looking for work?

Find JobsFind Jobs