Customer Support Representative

Job Description : Accountabilities

This role includes responsibility for providing prompt professional and courteous customer service as well as resolving complex customer issues for service notifications. This individual is responsible for rendering judgment and taking appropriate action to ensure customer satisfaction. Individual will apply technical and professional knowledge so that customers requests can be responded to accurately and immediately.

Responsibilities may include :

Taking an average daily call volume that meets or exceeds department service quality standards

Managing incoming requests through group queue system

Proactively managing and prioritizing customer requests

Rendering judgment and taking appropriate action to ensure customer satisfaction

Participating with management in personal and departmental goal-setting and seeing them though to completion

Representing Service Contracts at various levels of interdepartmental meetings and projects as assigned

Maintaining current knowledge of BD CareFusion Infusion products applicable policies and procedures and purchase acquisition / marketing programs

Expectations for success in the role

Maintains high standards of professionalism and integrity

Demonstrates strong organizational skills and time management skills

Has a positive attitude and great customer service skills

Must be flexible and adaptable ability to complete a task under one role and immediately shift to another role within the job family

Prioritizes work effectively handles multiple tasks efficiently and seeks assistance with task management as appropriate

Demonstrates working knowledge of business processes and product / service features offered

Interprets and applies systems knowledge and tools to manage customer requests

Coordinates problem resolution with team and other departments

Effectively offers internal and external customers alternative solutions based on available tools and information

Works with moderate supervision / guidance and is accountable for individual results that impact the team

Proactively communicates and proposes innovative solutions to management

Applies developed knowledge and skills in own area with opportunity in acquiring / expanding higher level skills

These are only minimum qualifications for this position at this grade level. Other factors are taken into consideration when deciding what position and grade level to place an employee such as attitude competency special skills and company need.

Qualifications

Bachelors degree (B.A) in Business Administration and greater than 2 years experience in customer care; or equivalent combination of education and experience

High School diploma required

Strong written and verbal Communication skills

Excellent technical skills : Microsoft Office Suite (Excel Outlook & Word)

Experience working in SAP / CRM and QlikView is a plus

Knowledge of the Healthcare industry

Positive attitude and strong work ethic

IQVIA is a leading global provider of clinical research services commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide . Learn more at

IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other status protected by applicable law. potential base pay range for this role is 27.00-29.00 per hour. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge skills education and experience; location; and / or schedule (full or part-time). Dependent on the position offered incentive plans bonuses and / or other forms of compensation may be offered in addition to a range of health and welfare and / or other benefits.

Required Experience :

Unclear Seniority

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full-Time

Experience : years

Vacancy : 1