Customer Service Representative I

Use Your Power for Purpose

A career with us is about discovering breakthroughs that change patients’ lives. In whatever role you take on, you’ll be part of bringing transformative therapies to people all over the globe. You’ll be at the forefront of driving the industry forward, making a significant positive impact. You’ll find that incredible achievements are within reach, and together, we can make the impossible possible. Your contributions will help bring transformative therapies to people worldwide, making a significant positive impact on the healthcare industry.

What You Will Achieve

In this role, you will:

• Respond to internal and external inquiries via telephone, internet, and correspondence, providing exceptional service through all communication channels.
• Act as a liaison for customers, maintaining database records of customer profiles, preparing status reports, and addressing customer and sales force inquiries.
• Possess comprehensive knowledge and skills in your area, understanding the impact of related areas, and maintaining a thorough understanding of company trade policies, SOPs, and business processes.
• Take the initiative to connect with other projects, represent your department on cross-functional teams, and collaborate with management to improve business practices and procedures.
• Proactively share knowledge and expertise with your work group, promoting teamwork, motivating others to achieve team objectives, and serving as a role model and mentor for less experienced colleagues.
• Manage personal time, professional development, and workflow, assisting less-experienced colleagues, tracking resources, and providing detailed reports.
• Work independently under general supervision, completing recurring assignments, establishing relationships with other processes, and referring only new or unusual problems to the supervisor.
• Ensure work is periodically reviewed for soundness of judgment and adherence to guidelines, consistently exceeding accuracy targets and quality standards.
• Monitor orders, claims, disputes, and financial transactions to ensure accurate and timely processing, partnering with customers, Deduction Specialists, and the credit department to resolve deductions.
• Act as a triage point for external calls, assessing and redirecting them to appropriate stakeholders, and working collaboratively with internal teams, including customer service, credit collections, distribution, and key business leads.

Here Is What You Need (Minimum Requirements)

• High School Diploma or GED with at least 4 years of experience
• Experience in sales, operations, and compliance
• Excellent customer service skills, supporting internal and external customers
• Excellent verbal and written communication skills with demonstrated telephone skills
• Proficient keyboard skills, including 10-key pad
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously

Bonus Points If You Have (Preferred Requirements):

• Call center experience
• Proficiency in using customer relationship management (CRM) software
• Experience with data analysis and reporting
• Excellent interpersonal skills and the ability to build strong relationships with customers and colleagues
• Adaptability and flexibility in handling changing work environments and priorities
• Strong conflict resolution and negotiation skills
• Experience using common AI tools, including generative technologies such as ChatGPT or Microsoft Copilot, to support problem solving and enhance productivity. Demonstrated curiosity for exploring how these tools can improve outcomes and understanding of responsible AI practices, including risk management and ethical use

  

PHYSICAL/MENTAL REQUIREMENTS

This position requires an individual to remain in their immediate work area, in most cases, connected to the phone. Calls are systematically routed to administrators so the individual must be able to multi-task to maintain acceptable work queues. This position requires significant concentration and attention to detail.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Ability to between the hours of 7:00 a.m. - 5 p.m. CT. Minimal overtime.

Work Location Assignment: Hybrid
The salary for this position ranges from $26.47 to $44.12 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies only to the United States - Illinois - Lake Forest location.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

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