Customer Service Representative

📢 Hiring: Customer Service Representative

📍 Location: Cary, NC 27513 – Onsite initially, with potential to move to Hybrid

📅 Contract: 06 months

🕒 Schedule: Monday–Friday

🗓️ Training Schedule

• 8–12 weeks: 9:00 AM – 5:30 PM

🕒 Regular Schedule

• 11:30 AM – 8:00 PM
• Saturday Requirement: Approximately once every 3–4 months, Saturday coverage will be required from 9:00 AM – 6:00 PM. When scheduled on Saturday, you will receive one weekday off during the same week.

🔹 What You’ll Do

• Handle a high volume of inbound customer calls and assist with general prescription status, billing, and other non-clinical questions.
• Make outbound calls to coordinate medication deliveries and payments, ensuring customer information is accurate and up to date.
• Respond to customer questions directly or connect them with the appropriate team for further assistance.
• Maintain clear and concise customer/referral notes so other team members can quickly understand the current status.
• Use internal systems to assist customers with refills, prescription status, shipment updates, insurance verification, and invoice requests.
• Support customers during the refill process and transfer clinical questions or concerns to pharmacists or nurses when needed.
• Identify and communicate adverse events and product complaints to the appropriate clinical team.
• Perform additional responsibilities as needed based on the assigned program or team.

✅ Requirements

• At least 1 year of high-volume call center/customer service experience.
• Strong verbal and written communication skills.
• Comfortable handling customer questions in a fast-paced environment.
• Strong attention to detail and accurate documentation skills.
• Ability to work independently as well as with a team.
• Comfortable working onsite in Cary, NC initially, with the possibility of transitioning to a hybrid schedule based on performance and meeting required metrics.