Customer Care Professional

Job Description

Job Description

Why Stokes?

Stokes Healthcare is a privately-owned business comprised of three divisions: Stokes Pharmacy (503A pharmacy), Epicur Pharma (503B facility) and STEP labs. The these divisions operate out of separate facilities in Mount Laurel, NJ, following different regulations and are guided by different principles.

Stokes Pharmacy was founded in 1975. The pharmacy formulates custom prescription medicines for both humans and animals. The business has grown from a small, hometown operation in Medford, New Jersey, to a respected pharmacy serving the entire U.S., enabled by sophisticated online ordering and overnight shipping capabilities.

In 2016, Stokes Healthcare built a world-class facility (which became Epicur Pharma), as a testament to the commitment to providing the highest level of quality. Adding a unique offering to the veterinary industry, Epicur Pharma is an FDA Registered 503B Outsourcing Facility, producing drugs such as Tacrolimus Eyedrops, Buprenorphine Injection and Gabapentin tablets. Epicur follows Current Good Manufacturing Practices (cGMP) which are the same rules and regulations followed by commercial manufacturers.

Epicur Pharma is proud to be a pioneer in animal drug standards, offering the largest selection of manufactured drugs that are traditionally compounded. Epicur products are distributed directly to veterinary hospitals from our manufacturing facility and offered through Stokes Pharmacy for individual patient prescriptions.

STEP Labs is a GMP-compliant laboratory that delivers accurate, reliable analytical testing for manufactured pharmaceutical  products. Equipped with advanced instrumentation and operated under strict regulatory standards, STEP Labs provides comprehensive services in microbiological and chemistry analysis with a focus on quality, data integrity, and timely results.

Stokes Healthcare has built a reputation for unwavering quality and superb service by holding fast to the founders’ commitment to traditional craftsmanship, combined with today’s most advanced knowledge and technologies. In a field where many corporate-owned pharmacies try to compete on price, Stokes has always put safety and quality first because patients’ lives depend on it. 

At Stokes, we offer competitive salaries and a comprehensive benefits package that includes medical, dental and vision coverage, life insurance, Health Reimbursement Account, Flexible Spending Account, 401(K) retirement savings plan with a generous employer match, a bonus program, paid holidays, vacation and personal time, and an excellent working environment. We are conveniently located in Mount Laurel, New Jersey, just minutes from Philadelphia and the NJ shore.

Job Title

Customer Care Professional  

FLSA Status

Non-exempt   

Salary

Starting at $17/hour based on experience plus twice a year bonuses

Reports To

Pharmacist/Customer Care Professional Lead   

Job Summary

This position requires an individual who has the experience and ability to handle high call volume in an active call center environment. The qualified candidate ensures the customer receives the best service possible while demonstrating enthusiasm, diligence and resilience.

Essential Duties and Responsibilities  include the following. Other duties may be assigned.   

• Answer incoming calls from customers and make outbound calls to process orders received from doctor offices   
• Manage and resolve customer complaints with a sense of concern and urgency   
• Enter new customer information into the appropriate system and update existing customer information   
• Document all call information according to standard operating procedures   
• Deliver superior customer service with a friendly demeanor, can-do attitude and willingness to help at all times   
• Maintain a position of trust and responsibility by keeping customer information confidential   
• Demonstrate sound decision making according to established guidelines/procedures
• Continuously increase job knowledge and skills through self-motivation and in-house training    

Required Education and Experience

• High school diploma or general education degree (GED)  
• Customer service call center experience preferred but not required  
• Must possess strong verbal, written and oral communication skills  
• Must have basic to moderate computer skills and have the ability to learn new software programs quickly  
• Must exhibit punctuality and low absenteeism  
• PTCB Certification a plus  
• NJ Pharmacy Technician License is not required but is a plus  
• May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day  
• May be necessary to work extended hours as needed  
• Finger dexterity to operate office equipment required   

Eligibility Qualifications

It may be necessary to work extended hours as needed.

Competencies

• Communication Skills   
• Customer/Client Focus   
• Organizational Skills   
• Problem Solving/Analysis   
• Technical Capacity    

Work Environment

This job operates primarily in an office environment. This position requires the use of standard office equipment, and frequent standing and walking.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.    

• May sit, stand, stoop, bend and walk intermittently during the day.  
• May sit or stand seven (7) to ten (10) hours per day.  
• Finger dexterity to operate office equipment required.  
• May need to lift up to twenty-five (25) pounds on occasion   

Position Type and Expected Hours of Work

This is a full-time position. Because of the nature of the business, work schedules may vary at times.   

Travel

No travel is expected for this position.

Disclaimer

The above job description is intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to capture or illustrate a comprehensive list of all responsibilities, duties, and skills required of employees assigned to this job.   

AAP/EEO Statement

Stokes Healthcare is an Equal Employment Opportunity and Affirmative Action Employer.