Service Center Associate Job in Arlington Heights 60004, Illinois Us

Our Service Center Associate provides accurate, complete, and timely assistance to inbound/outbound callers in a manner reflective of the professionalism, courtesy and concern that are hallmarks of our call center.


Overall Expectations:


·         Serve as first-line representative for clients, ensuring each caller’s satisfaction

·         Provide exceptional customer service on every contact; care for every caller with courtesy, concern and respect

·         Perform accurate and complete work within deadlines, with or without direct supervision

·         Exhibit meticulous and efficient data handling (input, filing, transmission, etc.), as well as appropriate follow-up to ensure all communications are completed (successful email/fax transmission, call outs, etc.)

·         Work collaboratively with SC manager and SC project supervisor to ensure all work is distributed and processed in a timely fashion, and all deadlines are met daily

·         Maintain up-to-date knowledge of all Optima services in general, and current assigned projects in specific

·         Respect the confidentiality of and secure all clinician data and other Optima proprietary information in accordance with Optima policies and procedures

·         Interact professionally with all employees, vendors, and customers

·         Contribute positively to a team environment conducive to learning and success

·         Model and promote overall Optima and team mission and goals

·         Offer improvement recommendations impacting productivity and/or customer service

·         Adhere to team schedule to provide thorough call center coverage (start times, breaks, lunch, shifts and time off)

 

Essential Duties and Responsibilities: 


Include the following.  Other duties may be assigned.

 

·         Process incoming calls and faxes from clinicians and pharmaceutical representatives registering or placing orders for programs, using customized scripts and following all program requirements

·         Perform outbound follow up as appropriate, to include confirmations, faxes, recruiting, and reminder calls, using customized scripts and following all program requirements

·         Follow up on all clinician and pharmaceutical representative inquiries; work with internal and external resources to ensure follow up is timely, accurate, and complete

·         Manage clinician data and caller transactions in databases, hard files, and through other resource tools as warranted

·         Produce and distribute daily reports as assigned

·         Process daily incoming or returned customer mail

·         Monitor and maintain a ready status for all equipment supporting the team (e.g. fax machines, printer)

·         Provide support functions to the Service Center Administrative Data Analyst team (e.g. attends, scantrons, confirms, packing materials, etc.)

·         Maintain a current and readily accessible training/project file for all job related materials

 


 

Education and/or Experience:


·         High school diploma or general education degree (GED);

·         Minimum 2-4 years Call Center or Customer Service experience

 

Computer Skills: 


 

Other Skills and Abilities:


·         Excellent communication skills (verbal and written); emphasis on telephone presence

·         Detail oriented and organized; emphasis on accuracy

·         Flexible, self-starter with high degree of initiative and motivation

·         Superior teaming and collaborative work process skills

·         Good judgment, highly discreet, able to maintain confidentiality

 

SCS Healthcare Marketing is a leading marketing communications company with expertise in market development, promotional meetings and tele/web conferencing.

 

SCS Healthcare Marketing is a results-oriented, full-service healthcare marketing communications company that provides innovative relationship-based programs designed to enhance brand image and increase market share. Our Account and client service team is made up of experienced pharmaceutical executives, which enables us to maintain an intimate understanding of the healthcare market and brand challenges. Our commitment to offering field-friendly tactics has led us to be one of the largest providers of promotional and educational teleconferences for the pharmaceutical industry, with more than 600,000 one-hour message deliveries to date. Along with teleconferences, our commitment to technology combined with exceptional service has led us to quickly become one of the top 3 providers of Field Level Marketing logistics services. We seek to partner with our clients in identifying new opportunities via any medium to increase their brand recognition through measurable results.

Our Service Center Associate position will be on site in our Arlington Heights, IL location.  This position will work out of Arlington Heights 5 days a week and candidate must be within commuting distance.