Customer Service Agent- Covington, La

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.                                                                                                                                                                                                                                                                                                                                                       

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

Supervisory Responsibilities: None.

Experience & Qualifications:

• 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
• Consistent demonstration and embodiment of our Corporate Beliefs: Passion for Innovation; Think Big, Act Small; Learn to Dare; and Teams Build the Future
• 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

WHO WE ARE:

Alfasigma USA is the local affiliate of the Italian based pharmaceutical company, Alfasigma. Alfasigma is a leading Italian pharmaceutical company focused on prescription drugs, over-the counter (OTC) and nutraceutical products and has a presence in 90 countries.

Alfasigma USA’s main goals are to improve the health and quality of life of patients by finding solutions to treat specific patient populations, expand our existing portfolio and bring new products into the US market. We strive to be a strong healthy company in a strong healthy world.

Alfasigma USA is headquartered in Bedminster, NJ. with a manufacturing plant in Shreveport, LA., a remote mail order pharmacy call center (Brand Direct Health) and an established national salesforce.

Alfasigma USA, Inc. offers:

• Competitive hourly salary
• Monthly bonus structure
• Comprehensive benefits package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement are some examples
• New hires are eligible for medical & dental coverage and 401K on date of hire

Alfasigma USA, Inc. and its subsidiary, Brand Direct Health, L.L.C. (collectively the “Company”) is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, religious creed, religious observance, color, age, sex, sexual orientation, gender, gender identity, gender expression, genetic information, national origin, ancestry, marital status, medical condition as defined by state law (cancer and genetic characteristics), disability, military service, military and veteran status, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on the Company. Please email Human Resources at applicant@alfasigma.com if you need assistance completing any forms or to otherwise participate in the application process.