Description

Rangam is seeking candidates for a Contract role as a Customer Service Representative with our client Pfizer, one of the world’s largest pharmaceutical companies. Seeking candidates in Lake Forest,IL location.

POSITION SUMMARY:

• Respond to internal and external inquiries via telephone, internet, and correspondence, providing exceptional service through all communication channels.
• Act as a liaison for customers, maintaining database records of customer profiles, preparing status reports, and addressing customer and sales force inquiries.
• Possess comprehensive knowledge and skills in your area, understanding the impact of related areas, and maintaining a thorough understanding of company trade policies, SOPs, and business processes.
• Take the initiative to connect with other projects, represent your department on cross-functional teams, and collaborate with management to improve business practices and procedures.
• Proactively share knowledge and expertise with your work group, promoting teamwork, motivating others to achieve team objectives, and serving as a role model and mentor for less experienced colleagues.
• Manage personal time, professional development, and workflow, assisting less-experienced colleagues, tracking resources, and providing detailed reports.
• Work independently under general supervision, completing recurring assignments, establishing relationships with other processes, and referring only new or unusual problems to the supervisor.
• Ensure work is periodically reviewed for soundness of judgment and adherence to guidelines, consistently exceeding accuracy targets and quality standards.
• Monitor orders, claims, disputes, and financial transactions to ensure accurate and timely processing, partnering with customers, Deduction Specialists, and the credit department to resolve deductions.
• Act as a triage point for external calls, assessing and redirecting them to appropriate stakeholders, and working collaboratively with internal teams, including customer service, credit collections, distribution, and key business leads.

EDUCATION AND EXPERIENCE:

• High School Diploma or GED with at least 2 years of 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
• Strong problem-solving skills and attention to detail
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously
• Bilingual Spanish (oral/written) - Preferred
• Call center experience
• Proficiency in using customer relationship management (CRM) software
• Experience with data analysis and reporting
• Excellent interpersonal skills and the ability to build strong relationships with customers and colleagues
• Adaptability and flexibility in handling changing work environments and priorities
• Strong conflict resolution and negotiation skills 

Required Skills and Qualifications:

Hard Skills:

• Strong Attendance and Reliability: Demonstrates consistent punctuality and dependability in a structured work environment.
• Ability to Multitask in a Fast-Paced Environment: Effectively manages multiple responsibilities and systems simultaneously while maintaining accuracy and efficiency.
• Exceptional Customer Service Skills: Delivers high-quality support with professionalism, empathy, and clear communication across various customer interactions.
• Proficiency in Navigating Multiple Systems: Comfortable working across several platforms to gather and input information efficiently.

Additionally:

• Technologically Proficient: Computer-savvy with the ability to quickly learn and adapt to new tools and systems.
• Working Knowledge of Microsoft Excel: Capable of using Excel for data entry, tracking, and basic analysis.
• Experience with SAP (or similar ERP systems): Familiarity with enterprise resource planning tools to support order processing, customer inquiries, or related tasks.

Interview Process:

• Teams Bridge (call)
• Onsite

Position Comments visible to Supplier: 

• Required to report onsite 2.5 days a week (Lake Forest)

Will overtime be needed?:          Yes

If Yes, how many hours of overtime (on average) per week?:

• As business requires and approved by manager
• Flexibility in work schedule and coverage of additional hours if needed

Work Environment:         Hybrid

What is the minimum education experience required?: 

• High School Diploma or GED with at least 2 years of experience

48-Hour Exclusivity:        Yes

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 provider’s 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

It is the policy of Rangam Consultants, Inc. to provide equal employment opportunities to all applicants and employees without regard to any legally protected status such as race, color, religion, gender, national origin, age, disability or veteran status. 

To find out more about Rangam,and this role, click the apply button.