Physician 360 Customer Experience Specialist

 

Physician 360 Customer Experience Specialist

Reports To

The Customer Experience Specialist (CES) will report to the Director of Business Development.

Job Overview

As a CES, you will interact directly with patients and pharmacy partners through answering their questions about products and services and direct them to other team members when necessary. Additionally, you would work closely with our Director of Business Development to research and develop potential new partnerships and business opportunities and assist in account management. As the head of the Customer Relations Department, you would keep record of all customer interactions, compile reports, and provide recommendations on improvement. An ideal candidate is an organized, driven individual who can work autonomously and take the lead on new initiatives.

Responsibilities and Duties

·         Perform research on perspective new clients or markets

·         Develop relationships with patients and pharmacists

·         Become a subject matter expert on products and services

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

·         Generate sales leads

·         Provide accurate, valid and complete information by using the right methods/tools

·         Follow communication procedures, guidelines and policies

·         Greet customers warmly and ascertain problem or reason for calling

·         Compile reports on overall customer satisfaction

·         Conduct a minimum of 15 daily outbound calls to existing Pharmacies

·         Development and management of existing customer opportunities utilizing phone, email, and web conferences to upsell and engage current Pharmacies throughout the service/sales process.

·         Strategically manage and report on each upsell opportunity as it moves through the sales-pipeline

Qualifications

·         Must be tech savvy

o   Proficient at Google Suite and Microsoft Office (including Word, PowerPoint, Excel)

o   Adobe Illustrator, Canva preferred

·         Adaptable and can work independently

·         Strong problem-solving skills; able to ‘just figure it out’ with minimal oversight

·         Organization and documentation skills (examples include creating and running reports, building a product roadmap or Gantt chart and designing teaching modules and FAQs for customers)

·         Patience and empathy when addressing concerns

·         Ability to multi-task, prioritize and manage time effectively

·         Excellent verbal and written communication skills