Customer Experience Specialist

Customer Experience Specialist Kelly - 3.8 Durham, NC Job Details Full-time $23.50 an hour 1 day ago Benefits Paid holidays Health insurance Dental insurance 401(k) Work from home Vision insurance Qualifications Process improvement Databases High school diploma or GED Patient interaction Phone triage Full Job Description Kelly Services is seeking a dedicated Customer Experience Advocate for our inbound call team to support our client within the biopharmaceuticals industry. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.

Johnson & Johnson Innovative Medicine Salary/Payrate/Compensation:

$23.50

Shift:

Able to work shift between 9am-8pm

Location:

REMOTE but must live no longer than a hour from

Durham NC Benefits:

Med/Den/Vis, PTO, Paid Holidays Key Responsibilities:

Answer inbound calls promptly and professionally while striving for one-call resolution Serve as the primary point of contact for inquiries and escalations from in-bound calls Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up. Assist customers with inquiries regarding products and services. Resolve customer complaints and provide appropriate solutions. Accurately document customer interactions in the database. Maintain a thorough understanding of product offerings to effectively assist customers. Adhere to company policies and procedures while providing high-quality service. Collaborate with team members to enhance customer experience. Meet or exceed performance metrics, including call response time and customer satisfaction scores. Provide process feedback and suggest service delivery improvements. Ensure customers receive accurate product and service information to make informed decisions. Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Required Qualifications:

High school diploma or equivalent Minimum of 2 years' experience in healthcare setting with a focus on a customer service role Excellent communication and interpersonal skills. Strong problem-solving skills and ability to think on your feet. Ability to work in multiple systems at one time Proficient in using customer service software, databases, and tools. Ability to work in a fast-paced environment and handle stress effectively. Ability to work shift between 9am - 8pm EST.

Preferred Qualifications:

Experience reading a phone script

Pay:

$23.50 per hour

Benefits:

401(k) Dental insurance Health insurance Vision insurance Work from home

Work Location:

Hybrid remote in Durham, NC 27703