Consumer Care Representative - Remote

Description

Be the next:

Premier NX is an expert in providing Customer Experience Solutions. We are the next evolution for our clients and your career.

Our clients include many prestigious brands in pharmaceutical, healthcare, food, consumer packaged goods, and beauty care companies. As a Consumer Care Representative, you will contribute to Premier NX’s success by meeting our client’s service levels.

Come join us!

Why Work with Us:

We are a place for people who love helping others. We provide customer service to some of the nation’s most prominent brands. We are experts in regulated industries and help pharmaceutical, healthcare, food, consumer packaged goods and beauty care companies build brand loyalty by providing their consumers with exceptional experiences. Our job is to make a positive impact on a consumer’s life, at every single opportunity.

We have a passion for the products we support. We are committed to superior account management and continual improvement. Just as important is our commitment to corporate values.

We are looking to hire a Consumer Care Representative to join our growing Consumer Products Account Team.

What You Will Be Responsible for as a Consumer Care Representative:

• Answer incoming phone calls, texts, chats and respond to written communications.
• Troubleshoot any issues related to the consumer product.
• Identify and analyze consumer concerns; take or recommend appropriate actions; formulate alternative solutions; and follow-up to ensure problems are resolved.
• Complete assignments in a thorough, accurate, and timely manner, achieving expected outcomes.
• Prioritize and handle multiple responsibilities.
• Provide information, support, and guidance to consumers.
• Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
• Fully, accurately, and immediately document all telephone calls in the appropriate CRM system.
• Use correct grammar and make appropriate word choices in written communication and data capture.
• Complete high-quality work according to specifications, thoroughly following standards, procedures, and demonstrating attention to detail.
• Listen actively to others and ask appropriate questions for clarification.
• Demonstrate receptiveness to feedback, listen with an open mind and understand differences in communication style adjusting as necessary.

We Need People Who Are Great at:

• Working collaboratively and effectively while handling multiple projects on various timelines in a fast-paced environment.
• Communication, organization, and being a team player.
• Excellent interpersonal skills and the ability to work with staff with diverse backgrounds and perspectives on the use of technology in a variety of learning capacities.
• Demonstrating a high level of sensitivity, empathy, and patience with each consumer.

Requirements

What You Will Need:

• Interpersonal and relationship management skills.
• Strong verbal and written communication including active listening and reflection with the goal of gathering information, problem solving and diffusing difficult callers.
• Ability to maintain professional behavior in stressful situations.
• Ability to navigate between several computer screens (e.g., CRM Software such as Salesforce, ACD System such as Amazon Connect and Genesys, Email and Web Browser) while actively listening and entering customer information.

Together, we can offer endless possibilities! What is next for you?

We are proud to be an Equal Opportunity/Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, sex, disability, veteran or other protected status.