Customer Service Representative
Customer Service Representative
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Job Description
Why Patients Need You
A career with us is about discovering breakthroughs that change patients lives. Whatever your role youll be part of bringing those therapies to people all over the world. Youll be driving the industry forward and making a positive difference. And youll discover that amazing things are possible.
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.
Basic Qualifications
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers develop and coach others oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
Must-Have
- High School Diploma or GED required
- 4 years experience required
- 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
Nice-to-Have
- Bachelors Degree
- Call center experience
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.
- Call center operations are from 7:00am - 5:00pm CST
- During training work schedule will be 8:00am - 4:30pm CST.
Other Job Details:
- Last Date to Apply for Job: July 17th 2025.
- NOT Eligible for Relocation Package
- This position is hybrid and requires working onsite from IL - Lake Forest 2 to 3 days per week
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care providers name address and the type of payments or other value received generally for public disclosure. Subject to further legal review and statutory or regulatory clarification which Pfizer intends to pursue reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse your name address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race color religion sex sexual orientation age gender identity or gender expression national origin disability or veteran status. Pfizer also complies with all applicable national state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
