Job Description Medical Team Member The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions in our company National Service Center, Field Service Center, Promotional Contact Center and our company Switchboard. These interactions occur across communication channels such as digital, social, chat, phone and mail for all our company products/vaccines and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The Medical Team Member is a customer facing role which has primary responsibility for managing unsolicited inquiries from Healthcare Providers who reach out to our company National Service Center. This role will also answer select Consumer and Employee inquiries as needed. While current volumes are predominately from phone, these are multi-channel contact centers and volumes from other channels are expected to increase (i.e., chat, text, email). The expected working hours for this role are 11:00 AM to 7:00 PM EST. Primary Activities: Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases. Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints Ensures the delivery of the desired customer experience for all customer/employee engagements May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience. May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues. Manage escalated customer requests to resolution for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence Education Minimum Requirement: Bachelor’s Degree (BA/BS) Healthcare Professional Degree (e.g. RN/BSN) Required Experience and Skills**: Healthcare experience or experience as a pharmaceutical Field Sales Representative Scientific Acumen Customer service/ experience Strong communication; written & verbal Ability to summarize clinical trial/scientific information Customer centric focus Attention to detail Good typing/computer skills Ability to understand scientific information contained in Prescribing Information for products Must pass certification upon the completion of training to demonstrate proficiency in role Preferred Experience and Skills: Project Management Required Skills: 以客為尊聚焦, 以客為尊聚焦, 供應商管理, 定量分析, 客戶管理, 客戶關係管理 (CRM), 客戶體驗 (CX), 客戶體驗設計, 客服中心運作, 專案管理, 市場調查, 市場開發, 數位行銷, 服務卓越, 注重細節, 溝通, 溝通策略開發, 產品管理, 直效行銷, 知識庫管理, 管理發展, 臨床試驗, 藥品銷售, 行銷, 行銷活動開發 {+ 3 more} Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts U.S. Hybrid Wor