Customer Service Specialist

JOB TITLE: Customer Service Specialist

EMPLOYER: Best Pet Rx

DEPARTMENT:Customer Service

SUMMARY: Provides customers with courteous Customer Service in person or over the phone; strives to retain present customers and develop new business by extending professional and efficient service and suggesting additional services and products to serve customers’ needs.

DUTIES AND RESPONSIBILITIES:

• Talks with customers by phone or in person to close orders, schedule deliveries, and resolve problems. Also, works with customers to refill existing prescriptions, assist in getting refill authorizations for the customer, and initiates any follow up contact related to new or existing orders.
• Provides timely resolution of customer complaints, concerns, and inquiries.
• Follows up on refill requests so that the doctor is contacted via phone, fax, or email once daily until the refill is either denied or authorized.
• Builds effective relationships and trust with customers as well as prospects by listening to their needs and educating them about the products and services that are most appropriate to their situation
• Supports marketing campaigns and product launches.
• Processes customer transactions including but not limited to refills and setting up new accounts for new prescription orders.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• Excellent Customer Service skills.
• Excellent verbal and written communication skills.
• Commitment to excellence and high standards.
• Strong organizational skills; able to manage priorities and workflow.
• Ability to work independently and as a member of various teams and
• committees.
• Ability to understand and follow written and verbal instructions
• Professional appearance and demeanor
• Ability to perform diversified clerical functions and basic accounting procedures.
• Ability to effectively communicate with people at all levels and from various
• backgrounds.
• Must be able to speak, read, write, and understand the primary language(s) used
• in the workplace.
• Bilingual skills a plus.
• Acute attention to detail.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.

COMPETENCIES:

• Customer Service--Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills--Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication--Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Teamwork--Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Dependability--Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Continually required to sit
• Continually required to utilize hand and finger dexterity

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.