Customer Assistance Specialist

Job Title: Customer Assistance Specialist
Job Location: Morrisville, NC 27560
Job Duration: 6-7 Months (possibility of extension)
Shift: Monday - Friday, 8:00am - 8:00pm EST and Saturday - Sunday, 9:00am - 5:00pm

Job Summary:

• Provides high quality customer service to client customers including consumers, health care professionals (HCPs), and client personnel.
• Documents interactions according to PPD and client guidelines.
• Identifies adverse events (AEs) and product complaints (PCs).
• Processes fulfillment (e.g., mail, fax, e-mail) and performs administrative responsibilities as needed.

Duties and Responsibilities:

• Provides high quality customer service to client customers including consumers, HCPs, and client personnel.
• Documents interactions according to PPD and client guidelines. Identifies AEs events and PCs.
• Maintains knowledge of policies and procedures including client products, SOPs, protocols, GCPs, and all applicable regulatory requirements.
• Processes medical information request (e.g., fulfillment) via e-mail; fax and regular mail.
• Performs line checks and system verifications, and generate reports.
• Performs other duties as assigned.

Education and Experience:

• High School diploma / Secondary school diploma or equivalent and relevant formal academic / vocational qualification.
• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to at least 2 years) or equivalent combination of education, training, & experience.
• In some cases a second language may be required.
• Years of experience refers to typical years of related experience needed to Product the required knowledge, skills, and abilities necessary to perform the essential functions of the job.
• Years of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills and Abilities:

• Excellent organizational skills.
• Strong attention to detail.
• Ability to handle multiple tasks.
• Effective verbal and written communication skills.
• Excellent problem solving skills.
• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second language may be required.
• Excellent computer and keyboarding skills.
• Time management skills.
• Excellent interpersonal skills.
• Ability to work in a team environment and/or independently as needed.
• Demonstrated confidence and initiative.
• Flexibility.