Customer Service Representative

About Client:
The client is a prominent pharmaceutical company with a rich history and global presence. It operates worldwide, conducting research, developing, and manufacturing a wide range of innovative medications and therapies. The company focuses on several therapeutic areas, including respiratory diseases, cardiovascular diseases, metabolic disorders, oncology, immunology, and diseases of the central nervous system. It is recognized for its commitment to research and development, investing significantly in discovering novel treatments and advancing medical science.
With a workforce comprising diverse and skilled professionals, it remains committed to its mission of improving lives and driving medical advancements. Through its dedication to innovation, research, and healthcare solutions, the company continues to shape the future of medicine on a global scale.
Rate Range: $18/hr - $20/hr on W2
Job Description:

• Follows all company and department policies as documented. Including working a rotating shift as assigned from one of the scheduled times below:
• 7:45AM-4:45PM
• 8:30AM-5:30PM
• 9:00AM-6:00PM
• 9:30AM-6:30PM
• 10:00AM-7:00PM
• 11:00AM-8:00PM
• The shift bid will be based on performance and attendance during the training

• As a Customer Representative, the individual is responsible for handling a range of complex service interactions that require one to quickly assess, clarify, and analyze the customer's needs.
• The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience.
• The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution.
• The channels of service one may be handling include phone, email, and/or self-service.
• The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
• Within BIAH Quality Standards, handle service interaction, regardless of type or channel, in a manner that reduces Customer Effort.
• -Anticipate Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
• Execute needed follow-up through various communication channels such as, outbound calls, emails, in accordance with BIAH Standards.
• Accommodate special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of BI AH.
• Resolve inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
• Acquire and maintain understanding of processes, procedures, and the systems used for support.
• Document each interaction information on each interaction, so the information can be shared throughout BIAH Communicates day-to-day work status updates within the team.
• Works cooperatively to find common ground across a diverse team in order to achieve mutual and independent goals.

• Basic level of job-related knowledge and department goals and strategies -Demonstrates strong competence in maneuvering BI's customer platform and systems.
• Exhibits great proficiency in multi-tasking and ensuring each customer interaction is handled with a high quality of care.
• Demonstrates great adaptability skills; adjusts easily to changes in processes and procedures Customer Care.
• Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment
• Excellent written and verbal communication skills Strong interpersonal skills with ability to work in a close team environment.
• Must be able to work within a number of software applications including Microsoft, call center, and custom programs Key dimensions include: initiative, resilience, prioritization, and organization, time management, ability to multi-task and develop solutions.

•  HS Diploma required , but Bachelor's degree from an accredited institution is preferred.

• Excellent interpersonal communication skills great Customer Service skills analyzer administrative/Customer Service
• Languages:
• English
• Read
• Write
• Speak*

Non-benefitted (other than those mandated under state or federal law).Please note that this position
does not include paid time off benefits. ApTask offers subsidized insurance coverage to our employees.
About ApTask:
Join ApTask, a global leader in workforce solutions and talent acquisition services, as we shape the future of work. We offer a comprehensive suite of offerings, including staffing and recruitment services, managed services, IT consulting, and project management, providing unparalleled opportunities for professional growth and development. As a member of our dynamic team, you'll have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success for our clients across diverse industries. If you are passionate about excellence, collaboration, and innovation, and aspire to make a meaningful impact in the world of work, come join us at ApTask and be a part of our mission to empower organizations to thrive.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.
If you have any concerns or queries about your personal information, please feel free to contact our recruitment team at businessexcellence@aptask.com.