What are the responsibilities and job description for the Customer Service Representative position at Avcend?
Location: Cary, NC
Position: Customer Service Representative
Pay Rate: $22.00/hour on W2
Pay Rate: $22.00/hour on W2
Work Schedule:
- Permanent Schedule: Monday–Friday, 11:30 AM–8:00 PM
- Training Schedule: Monday–Friday, 9:00 AM–5:30 PM for approximately 8–12 weeks
- Work Type: Onsite during the entire training period
- Hybrid Schedule: Possibility of transitioning to a hybrid schedule of 2 days onsite and 3 days remote upon successfully meeting the required performance goals
Key Responsibilities:
- Handle inbound and outbound customer service calls.
- Assist customers with prescription status, medication delivery scheduling, and payment information.
- Update customer profiles and maintain accurate progress notes.
- Provide information regarding prescription refills and pending or shipped prescriptions.
- Verify insurance information and provide invoice copies upon request.
- Address patient questions and concerns during refill scheduling and transfer calls to pharmacists or nurses when appropriate.
- Route customer inquiries to the appropriate team members for prompt resolution and customer satisfaction.
- Identify and report adverse events and product complaints to the appropriate clinical team.
- Perform other assigned duties based on specific team or program requirements.
Required Qualifications:
- At least 1 year of heavy call center experience.
- Ability to type at least 35 WPM with accuracy.
- Ability to follow strict attendance and schedule adherence guidelines.
- Ability to work the permanent schedule of 11:30 AM–8:00 PM, Monday–Friday, on a long-term basis.
- Ability to attend onsite training 5 days per week for 8–12 weeks.
- Reliable transportation for commuting to the office.
Salary : $22