Customer Service Specialist

Position Summary:We are seeking a Customer Service Specialist to join a high-volume, performance-driven call center supporting healthcare professionals (HCPs), pharmaceutical field teams, and internal stakeholders.In this role, you will handle inbound calls, emails, and tickets as well as outbound follow-ups related to sample requests, order processing, returns, and system or portal support. You will work in a fast-paced environment where accuracy, accountability, strong communication, and customer care are essential.This role is ideal for someone who takes ownership of their work, demonstrates understanding in customer interactions, and brings heart and professionalism to every engagement while maintaining performance standards.Key ResponsibilitiesHandle inbound customer service calls, emails, and CRM/Zendesk tickets from HCPs and field representativesAssist with inquiries related to sample requests, orders, returns, and account inquiries accurately and efficientlyConduct outbound calls to obtain missing information and resolve pending requestsAccurately document all interactions in CRM/ticketing systems (Zendesk or similar)Troubleshoot basic system, portal, and order-related issuesEscalate complex issues and system outages to appropriate internal teamsFollow SOPs and client-specific requirements with consistency and accountabilityMeet or exceed performance metrics including response time, quality, and resolution SLAsMaintain professional, empathetic communication with customers and internal partnersCollaborate with internal teams to ensure timely and effective issue resolutionMaintain schedule flexibility to support business needs, including occasional evening coverage and PTO coverage within the teamQualifications1–3 years of experience in customer service, call center, or contact center rolesStrong verbal and written communication skillsExperience with CRM or ticketing systems (Zendesk or similar)Ability to multitask across systems and prioritize effectivelyStrong attention to detail and accuracyAbility to work in a fast-paced, metric-driven environmentDemonstrated accountability, reliability, and follow-through in prior rolesPreferred QualificationsExperience in healthcare, pharmaceutical, or regulated support environmentsExperience with inbound and outbound call center operationsFamiliarity with order processing, case management, or customer support workflowsExperience supporting multiple clients or accountsCore CompetenciesAccountabilityCustomer FocusProblem SolvingCommunicationTime ManagementAdaptabilityTeam CollaborationEmpathy and UnderstandingWhat Success Looks LikeConsistently accurate and timely handling of customer requestsStrong ownership of work and follow-through on commitmentsHigh-quality documentation with minimal errorsStrong adherence to SLAs and operational standardsProfessional, respectful, and empathetic customer interactionsEffective collaboration with internal teams to resolve issues efficiently #J-18808-Ljbffr Paycom