Customer Service Representative

Who We Are

Impiricus is at the forefront of transforming the pharmaceutical industry. Our mission is to innovate the way pharmaceutical companies connect with physicians, enhancing the communication channels that are critical for the advancement of healthcare. With a team dedicated to pushing the boundaries of digital solutions, we aim to improve patient outcomes by fostering more effective, data-driven interactions between healthcare professionals and drug manufacturers. Join us in our journey to revolutionize healthcare communication and make a lasting impact on the industry.

Job Summary:

We are seeking a dedicated and personable Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer support by addressing inquiries, resolving issues, and ensuring app user satisfaction. You will serve as the primary point of contact for our app users, delivering a high level of service that fosters our app users’ loyalty and retention.

Duties/ Responsibilities:

• Customer Interaction:

  • Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.

  • Assist customers with product or service-related questions, orders, returns, and complaints.

  • Provide accurate information about products, services, policies, and procedures.

• Problem Resolution:

  • Identify and assess customers’ needs to achieve satisfaction.

  • Resolve product or service problems by clarifying the customer's complaint, determining the cause of the problem, selecting, and explaining the best solution, expediting correction or adjustment, and following up to ensure resolution.

  • Escalate unresolved issues to the appropriate internal teams.

• Record Keeping:

  • Maintain customer records by updating account information.

  • Document interactions, transactions, comments, and complaints.

  • Prepare and distribute customer activity reports.

• Team Collaboration:

  • Work closely with other departments to ensure app user requests are handled appropriately and in a timely manner.

  • Participate in team meetings to discuss improvements in customer service practices.

• Continuous Improvement:

  • Stay informed about product updates, promotions, and company policies.

  • Participate in ongoing training and development opportunities.

  • Provide feedback on the efficiency of the customer service process.

Experience:

• High school diploma or equivalent (required). A college degree is a plus.

• Previous experience in a doctor's office or healthcare is required.

• Previous experience in customer service is a plus.

Skills:

• Excellent communication skills, both verbal and written.

• Strong problem-solving abilities and attention to detail.

• Ability to handle difficult customers with professionalism and patience.

• Proficiency in using customer service software, CRM systems, and Google Suite.

• Ability to work in a fast-paced environment and manage multiple tasks simultaneously. 

Benefits

Impiricus focuses on taking care of our teammates’ professional and personal growth and well-being.

• Full support and career-development opportunities to expand your skills, enhance your expertise, and maximize your potential along your career journey;

• A diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act;

Impiricus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.