Help Desk Support Representative / Data Entry Operator

J. Knipper and Company, the healthcare industry's preferred partner for marketing solutions, is seeking an experienced customer service or help desk representative for a unique role.  As a Help Desk Support Representative (HDSR) on the second shift (1:30 pm - 9:00 pm), this customer-oriented individual is responsible for incoming and outgoing phone and email contact.  The HDSR must determine the exact nature of the inquiry/contact, provide the appropriate information or response and enter relevant data into the customer information database.  As a Data Entry Operator this individual operates a keyboard or other data entry device to enter data into a computer.

 

HELP DESK SUPPORT REPRESENTATIVE KEY RESPONSIBILITIES:

· Communicates promptly, accurately and effectively with customers using approved responses

· Uses tact, professional demeanor and maintains department standards of quality in all instances

· Adheres to scripts

· Resolves difficulties with angry and frustrated customers in a polite manner 

· Able to explain technical information in an easily understood manner

· Efficiently handles both incoming and outgoing phone calls and emails and other tasks associated with each project assignment

· Develops of a comprehensive knowledge of company services and products for active programs including product composition, package inserts and premiums

· Listens carefully to callers to ensure that product complaints, adverse events and safety issues that could lead to legal action or media involvement are quickly identified and referred to the appropriate contact as outlined in the standard procedures or business rules

· Able to learn and use multiple applications to find information necessary to answer questions while the caller is on the phone

· Performs data input for all customer contacts in a highly accurate and timely fashion into the appropriate database system

· Participates in various functions and training programs to improve performance, enhance skills and build expertise

· Provides feedback about caller trends and suggestions for improvement of programs or processes

· Understands when a caller’s issue must be escalated, and to whom to escalate

· Uses documents to provide email responses for frequently asked questions (FAQs) for various programs

 

DATA ENTRY KEY RESPONSIBILITIES:

· Keys rebates, surveys, fulfillment requests, and/or other various customer orders at company standard target rates

· Ensures a safe working environment

· Has a working knowledge of scanning, verifying the data scanned, and committing data for processing using the company standard workflow procedures

· Has an understanding of PDMA, cGMP, HIPAA, adverse events and other company regulatory standards and regulations. Performs all work in full compliance of company metrics for the department

· Follows the company procedure for the manual validation of prescribers

· Responsible for the reporting and reviewing of direct labor hours associated with client projects or internal job functions on a daily basis ensuring that the time entered accounts for the amount of time that they are scheduled for on that dayMaintains company housekeeping standards throughout the department

The above duties are meant to be representative of the position and not all-inclusive.

 

MINIMUM JOB REQUIREMENTS:

 

Education/Training:  High school diploma or general education degree (GED).  Must possess demonstrated effective and diplomatic oral and written communication skills.

 

Business Experience:  One to two years experience with related telephone customer service work experience, preferably in a technical helpdesk or a healthcare setting.

 

SPECIALIZED KNOWLEDGE, SKILLS & ABILITIES:

· Ability to learn and operate in compliance with all relevant federal, industry and company regulations

· Knowledge of Microsoft Office, especially Excel, Word and Outlook

· Excellent computer skills  Excellent customer service skills   Active listening skills

· Ability to interact with multicultural callers  Ability to work well under pressure, maintaining both efficiency and friendliness  Ability to multi-task  Excellent keyboard skills and ability to use multiple applications simultaneously while speaking to customers to resolve their issues  Ability to quickly establish rapport/relationships on the phone  Ability to adapt to rapid changes  Ability to think on one’s feet and to maintain relevant discussion to keep a caller engaged while investigating the caller’s issue  Patience with callers who may be uncomfortable with an online application

 

Working Conditions:Office environmentAbility to remain seated for 6 hours of an 8-hour workday while using the computer and telephone (headsets are available for hands-free phone capability) Ability to work night shift hours of 1:30 pm - 9:00 pm



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EOE M/F/D/V

 

We offer a competitive salary and benefits package.  For more information about us, visit our site at www.knipper.com