Customer Service Representative I - Lake Forest, IL

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Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.


What You Will Achieve

You will help Pfizer as a customer service representative, responding to internal and external inquiries through telephone, internet and correspondence. Your strong communication skills and knowledge of company products and customer service processes will help you in acting as a liaison for customers. Your will maintain database records of customer profiles and prepare status reports.

As part of the business support team, you will have comprehensive knowledge and skills in your area and understand how related areas impact it. You take initiative to establish a connect with other projects and represent your department on cross-functional teams. You are proactive in sharing knowledge and expertise with others in your work group. You are seen as someone who promotes teamwork and always motivates others to achieve team objectives.

It is your hard work and focus that will make Pfizer ready to achieve new milestones and help patients across the globe.


How You Will Achieve It

Manage own time, professional development and prioritize workflows.
Maintain a detailed working knowledge of company trade policies, Standard Operating Procedures (SOP), and standard business processes in order to respond to customer and sales force inquiries.
Collaborate with the management team to examine practices and procedures as part of a continuous business improvement effort.
Monitor orders, claims, disputes, and associated financial transactions to ensure prompt and accurate processing.
Consistently exceed work accuracy targets according to quality standards for the assigned area.
Provide excellent service through all channels of communication.
Assist both customers and Certificate Signing Request colleagues with escalated inquiries or problems, increasing the ability to provide our customers with prompt resolution.
Act as a role model, mentor and subject matter expert for less experienced Customer Service Representatives.
Work collaboratively with internal resources, including customer service, credit collections, distribution, and key business leads.
Work collaboratively with customers, Deduction Specialist and the credit department to resolve deductions.
Act as a triage point for external calls by assessing calls and redirecting to appropriate stakeholders throughout Pfizer.

Here's What You Need (Minimum Requirements)

High School Diploma or GED
4+ years of relevant experience
Experience in sales, operations, and compliance
Excellent customer service skills, supporting internal and external customers
Excellent verbal and written communication skills with demonstrated telephone skills
Proficient keyboard skills, including 10-key pad

Bonus Points If You Have (Preferred Requirements)

Bachelor's Degree
Call center experience
Bilingual (Spanish speaking)
  

Physical/Mental Requirements

This position requires an individual to remain in their immediate work area, in most cases, connected to the phone. Calls are systematically routed to administrators so the individual must be able to multi-task to maintain acceptable work queues. This position requires significant concentration and attention to detail.


Non-Standard Work Schedule, Travel, or Environment Requirements

Ability to work overtime when offered
Work Location Assignment: Hybrid
Working hours: 8:30 am to 5:00 pm / 8:00 am to 4:30 am during training

Other Job Details:



The salary for this position ranges from $26.47 to $44.12 per hour. In addition, this position offers eligibility for overtime, weekend, holiday and other pay premiums depending on the work schedule and the Company’s policies. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided applies only to the United States - Illinois - Lake Forest location.