Customer Experience Advocate

Kelly Services is seeking a dedicated Customer Experience Advocate for our inbound call team to support our client within the biopharmaceuticals industry. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.

Salary/Payrate/Compensation: $23.50

Shift: Able to work shift between 9am-8pm

Location: REMOTE but must live no longer than a hour from Durham NC

Benefits: Med/Den/Vis, PTO, Paid Holidays

Key Responsibilities:

• Answer inbound calls promptly and professionally while striving for one-call resolution
• Serve as the primary point of contact for inquiries and escalations from in-bound calls
• Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up.
• Assist customers with inquiries regarding products and services.
• Resolve customer complaints and provide appropriate solutions.
• Accurately document customer interactions in the database.
• Maintain a thorough understanding of product offerings to effectively assist customers.
• Adhere to company policies and procedures while providing high-quality service.
• Collaborate with team members to enhance customer experience.
• Meet or exceed performance metrics, including call response time and customer satisfaction scores.
• Provide process feedback and suggest service delivery improvements.
• Ensure customers receive accurate product and service information to make informed decisions.
• Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Required Qualifications:

• High school diploma or equivalent
• Minimum of 2 years’ experience in healthcare setting with a focus on a customer service role
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to think on your feet.
• Ability to work in multiple systems at one time
• Proficient in using customer service software, databases, and tools.
• Ability to work in a fast-paced environment and handle stress effectively.
• Ability to work shift between 9am – 8pm EST.

Preferred Qualifications:

• Experience reading a phone script