Specialist, Customer Support - Vaccines Account Specialist

** Job Description
** The Vaccines Account Specialist (VAS) team is a headquarters-based, remote engagement team responsible for providing customer service support with a focus on delivering an industry leading customer experience. This position plays a critical role by providing account and commercial offer enrollment support, placing orders, addressing account inquiries, and supporting issue resolution for direct purchase accounts. The VAS will also provide support for commercial offer enrollments, customer pricing, and issue resolution for indirect customers as appropriate.

As the first line in customer service support through our company's Vaccine Customer Center (MVCC), this role is responsible for answering the inbound customer calls and customer issue resolution.

The VAS reports to the VAS Team Leader and is part of the Contracting and Customer Experience team within the US Vaccines Contracting and Distribution Strategies organization. The VAS is responsible for ensuring all their activities adhere to the spirit and letter of all Company Policies and US Laws and Regulations.
** Responsibilities include and are not limited to the following:
*** Provide inbound direct account order and payment process support to customers.
* Address inquiries, track, and resolve issues related to vaccine orders and shipments from initial customer discussion through resolution. Escalating issues to appropriate contacts or teams as needed.
* Maintain complete knowledge and understanding of our terms and conditions and respond to customer inquiries about pricing and commercial offers.
* Provide complete and accurate customer account information including commercial offer alignment using our company's systems and approved resources.
* Assist customers with commercial offer and direct purchase account enrollment processes
* Reactively address product order questions using approved resources.
* Log customer interactions and utilize issue tracking systems to maintain appropriate documentation.
* Aid customers navigating the customer-facing platforms and portals, addressing any high-level technical issues or inquiries.
* Partner with field-based employees to support customer account inquiries and issues.
*
* Qualifications:

***
* Minimum Requirements:

*** High School diploma or GED
* Relevant experience required with 3+ years of previous customer service experience, remote or telephone customer service experience preferred
* Experience in a fast-paced environment with compliance driven processes
* Ability to work independently in a remote environment with minimal supervision and follow-up needed
* Ability to function effectively with other team members in a remote team environment
* Excellent communication and listening skills with a strong focus on the customer
* Efficient computer and data entry skills; ability to learn new systems and programs quickly
* Strong multi-tasking ability, including ability to work in multiple systems simultaneously
* Detail oriented and can follow projects or tasks through to completion
* Ability to understand root causes of issues and effectively solve problems using approved processes
*
* Preferred Qualifications:

*** Associate’s or BA/BS degree
* Experience with business-to-business customer account support
* Experience in the healthcare or pharmaceutical industry#MSJR
*
* Required Skills:

** Business, Business, Business Administration, Customer Accounts, Customer Experience Management, Customer Portals, Customer Relationship Management (CRM), Customer Satisfaction Surveys, Customer Service, Customer Service Communication, Customer Service Management, Customer-Support, Data Analysis, Field Sales Support, Industrial Maintenance, Issue Tracking, Issue Tracking Systems, Microsoft Office, Order Processing, Promotional Activities, Quota Management, Report Preparation, Sales Data Management, Sales Quotes, Sales Services {+ 4 more}
** Preferred

Skills:

** Current Employees apply

Current Contingent Workers apply
** US and Puerto Rico Residents Only:
** Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please  if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  

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