Customer Service Agent

Job description

Alfasigma is a privately held global healthcare company founded over 75 years ago in Italy, where it remains headquartered today in Bologna and Milan. The Group operates in over 100 markets spanning Europe, North and South America, Asia, and Africa. Over three years ago, we embarked on a transformative journey to become a truly global innovative healthcare company with a leading focus on Gastrointestinal (GI) health . We have experienced remarkable growth, nearly doubled our revenues, expanding geographically, and integrating several key acquisitions. We have also evolved our portfolio, expanded into rare and specialty segments, and strengthened our pipeline and people's capabilities. But our journey is far from complete! In fact, this is just the beginning of a bold new chapter in Alfasigma's history. We are committed to advancing innovation and leveraging our deep expertise to provide better health and a better quality of life for patients and consumers worldwide and expand our reach across diverse markets. As we continue to grow, we are seeking Call Center Agent for our Nutrition business within our Specialty Pharmacy, Brand Direct Health. This is a remote based position located in either the Covington, La, or Dallas, TX area. The first 30 days of training are 8-5pm CST and must be open to working an eight-hour shift within the working hours of 7am-7pm CST. We offer a starting hourly rate of $20.00 with a robust monthly bonus structure. Scope of the role: The Customer Services Agent (CSA) supports the efforts of Brand Direct Health’s by providing exceptional customer service resulting in successful interactions with patients. Duties will include processing both Enrollment and Refill prescriptions, Verbal and Written communication towards a positive patient prescription journey. A Customer Service Agent is accountable for meeting expectations on call center metrics including number of patients reached daily, number of Enrollment fills, and Refills. This will include an ability to use all approved resources needed to contact a patient. Your key responsibilities: Achieves daily inbound and outbound call requirement based on team’s expectation Responds to Inbound & Outbound calls in accordance with company standards – courteously and professionally Asks appropriate questions and listen actively while documenting required information in computer systems Establishes rapport and builds trust while assisting patients Identifies patient’s needs quickly and accurately Uses services and available resources to convert inquiry calls to new customers Escalates issues as necessary Consistently meets monthly KPI objectives and Fill goals Meets dialogue requirements according to Quality Assurance guidelines Demonstrates regular and reliable attendance Who are you: High School diploma or equivalent required 1-2 years of customer service and sales experience preferred (such as personal banking, real estate or a combination of retail sales, restaurant and other business experience) 1-3 years of call center experience preferred, preferably in service/sales-oriented environment Bi-lingual in Spanish desired. Healthcare or pharmacy experience desirable. Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast-paced remote environment Able to work under pressure Excellent organizational, time management, and problem-solving skills Excellent written, verbal and interpersonal communication skills Familiarity with computer and Window PC applications, which includes the ability to navigate and learn new and complex computer system applications Proficient with Microsoft Office Suite (intermediate Word, Excel, Power Point, and Outlook) Business process, problem identification, analysis and resolution management skills Why Join Alfasigma: At Alfasigma, we foster a culture where the courage to innovate is key to our success. We offer a competitive salary, comprehensive benefits, and extensive opportunities for professional growth and development. Our commitment to people and patients is at the heart of everything we do. We value diversity and welcome individuals with unique perspectives and experiences. We believe that open-mindedness, collaboration, and a shared passion for innovation are essential to achieving meaningful progress. Join Alfasigma and become part of a forward-thinking team dedicated to shaping the future of the pharmaceutical industry.