Customer Assistance Spec

Work Schedule

Environmental Conditions

Job Description

Summarized Purpose:
 

Provides high quality customer service to client customers including consumers, health care professionals
(HCPs), and client personnel. Documents interactions according to PPD and client guidelines. Identifies
adverse events (AEs) and product complaints (PCs). Processes fulfillment (e.g., mail, fax, e-mail) and
performs administrative responsibilities as needed.
 

Essential Functions and Other Job Information:
 

Essential Functions:

• Provides high quality customer service to client customers including consumers,
  HCPs, and client personnel.

• Documents interactions according to PPD and client guidelines. Identifies AEs
  events and PCs.

• Maintains knowledge of policies and procedures including client products, SOPs,
  protocols, GCPs, and all applicable regulatory requirements.

• Processes medical information request (e.g., fulfillment) via e-mail; fax and
  regular mail.

• Performs line checks and system verifications, and generate reports.

• Performs other duties as assigned.

Job Complexity:

• Works on assignments that are semi-routine in nature but recognizes the need for
  occasional deviation from accepted practice.

Job Knowledge :

• Applies acquired job skills and company policies and procedures to complete
  assigned tasks.

Supervision Received:

• Normally follows established procedures on routine work, requires instructions only
  on new assignments.

Business Relationships:

• Contacts are typically with individuals within own department and occasionally with
  contacts outside own organization. Contacts involve obtaining or providing
  information or data requiring some explanation or interpretation.

Qualifications:

Education and Experience:

• High School diploma / Secondary school diploma or equivalent and relevant formal academic /
  vocational qualification

• Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to
  at least 2 years) or equivalent combination of education, training, & experience

• In some cases, a second language may be required

Years of experience refers to typical years of related experience needed to gain the required knowledge, skills, and abilities necessary to perform the essential functions of the job. Years
of experience are not to be used as the only determining factor in establishing the job class or making employment selection decisions.

Knowledge, Skills and Abilities:

• Excellent organizational skills

• Strong attention to detail

• Ability to handle multiple tasks

• Effective verbal and written communication skills

• Excellent problem solving skills

• Excellent language skills (comprehension, speaking, reading and writing); Fluency skills in a second
  language may be required

• Excellent computer and keyboarding skills

• Time management skills

• Excellent interpersonal skills

• Ability to work in a team environment and/or independently as needed

• Demonstrated confidence and initiative

• Flexibility

Management Role:

• No management responsibility

Working Conditions and Environment:

• Work is performed in an office environment with exposure to electrical office equipment

• Constant interaction with clients/associates required

• Constant attention to detail-visual, mental

• Constant multi-tasking

• Daily exposure to high pressure, intense concentration needed

• Rotating shifts may be required

• Occassional driving to site locations with occasional travel

• Long varied work hours required occasionally

Physical Requirements:

• Frequently stationary for 4-6 hours per day

• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements
  of the fingers, hands, and wrists

• Occasional mobility required

• Occasional crouching, stooping, bending and twisting of upper body and neck.

• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop
  computer with a maximum lift of 15-20 lbs. or 6-9 kgs.

• Ability to access and use a variety of computer software developed both in-house and off-the-shelf

• Ability to communicate information and ideas so others will understand; with the ability to listen to
  and understand information and ideas presented through spoken words and sentences

• May interact with others, relating and gathering sensitive information. Interaction includes diverse
  groups

• Works with guidance or reliance on oral or written instructions from management. May require
  periods of intense concentration

• Performs a wide range of variable tasks as dictated by variable demands and changing conditions
  with little predictability as to the occurrence

• Ability to perform under stress

• Regular and consistent attendance