Spanish-Speaking General Inquiry Customer Support Agent

Alphanumeric is seeking candidates with a passion for customer service and are able to problem-solve with a focus on strategic thinking. The successful candidate will be customer-focused, excel in a fast-paced, innovative, high-volume contact center, and be excited to resolve tough challenges in a highly customer-centric Global Pharmaceutical company. Candidates must be flexible, proactive, resourceful,j efficient, and desire customer success.
The role also includes answering FAQs, general on-label information, and being able to identify potential Adverse Events (AEs) and/or potential Product Quality Complaints (PQCs)

Key Attributes and Responsibilities: 
? Fields inbound calls, chats, and emails from patients, healthcare providers (HCPs), and vendors in a professional and empathetic manner
? Triages calls within a high-volume contact center for transfer to different teams within the company and client environment
? Answers general inquiries from Consumers and/ or HCPs
? Provides general on-label inquiries support
? Works with various sites/content to ensure a Consumer or HCP receives prompt, complete, and professional customer service.
? Responsible for documentation of case notes in the customer relationship management system (CRM)
? Utilization of standard content (ie. on-label information).
? Responsible for documentation of case notes in the customer relationship management system (CRM).
? Utilization of standard content, FAQs, product monographs, or other client-approved responses to deliver non-scripted on-label information to callers.
? Identifies and completes the intake and reporting of potential Adverse Events and/or Product Quality Complaints. 
? Provides information to HCOs/HCPs seeking to participate in Clinical Trials.
? Responds to Press Releases and other company news utilizing appropriate responses.
? Perform outbound contacts to provide commercial status updates and follow-up interactions as necessary. 
? Provide information on customer ordering status.
? Respond and complete other duties requested.

Required Skills/Abilities:
? Excellent interpersonal skills, ability to develop and maintain important relationships with key stakeholders whether it is call, chat or email. 
? Strong listening skills with a clear sense of empathy for the caller who is being assisted.
? Demonstrated ability to communicate and distinguish topics such as a medical inquiry or a commercial inquiry to triage to the appropriate teams.
? Willingness to learn to identify adverse events or product quality complaints and to be able to document and report them.
? Ability to handle all channels of work calls/chats or emails.
? Demonstrated ability to problem-solve.
? Dedicated team player that has a customer service approach and is solution-oriented.
? Ability to learn and navigate new systems and technologies quickly.
? Potential for rotational shifts and after-hours coverage as needed.

Education and/or Experience:
? College or University degree preferrable
? Preference for individuals who have a minimum of 2 years of experience supporting pharma/biotech call centers and/or experience medical or commercial setting. ?
? Previous contact center experience is an asset.
? Strong proficiency with spoken and written English, as well as excellent written and verbal communication skills in Spanish
? A passion for customer service.  Strong telephone soft-skills and passion to excel.
? Must thrive working in a fast-paced, innovative environment while remaining flexible, proactive, resourceful and efficient.

Technical Skills:
? Familiarity with AWS Connect and Salesforce Health Cloud.
? Operating systems: Windows through the current version.
? Microsoft Office tools.
? PC Hardware environment: Laptops, Desktop and Printers.
? Contact center telephony, email, and chat tool – preferred.
? Knowledge in using client relationship management system – preferred.

Other Requirements:

? Basic computer and hardware proficiency to set up remote workstation.
? Hardwired internet connection with minimum internet speeds of 15mbps upload and approximately 15mbps download.
? Must have a private and quiet office space free of interruption to conduct professional calls on behalf of a client.