Customer Service Specialist

Position Summary:

We are seeking a Customer Service Specialist to join a high-volume, performance-driven call center supporting healthcare professionals (HCPs), pharmaceutical field teams, and internal  this role, you will handle inbound calls, emails, and tickets as well as outbound follow-ups related to sample requests, order processing, returns, and system or portal support. You will work in a fast-paced environment where accuracy, accountability, strong communication, and customer care are essential.

This role is ideal for someone who takes ownership of their work, demonstrates understanding in customer interactions, and brings heart and professionalism to every engagement while maintaining performance standards.

Key Responsibilities Handle inbound customer service calls, emails, and CRM/Zendesk tickets from HCPs and field representatives

Assist with inquiries related to sample requests, orders, returns, and account inquiries accurately and efficiently

Conduct outbound calls to obtain missing information and resolve pending requests

Accurately document all interactions in CRM/ticketing systems (Zendesk or similar)
Troubleshoot basic system, portal, and order-related issues

Escalate complex issues and system outages to appropriate internal teams

Follow SOPs and client-specific requirements with consistency and accountability

Meet or exceed performance metrics including response time, quality, and resolution SLAsMaintain professional, empathetic communication with customers and internal partners

Collaborate with internal teams to ensure timely and effective issue resolution

Maintain schedule flexibility to support business needs, including occasional evening coverage and PTO coverage within the team

Qualifications1–3 years of experience in customer service, call center, or contact center roles

Strong verbal and written communication skills

Experience with CRM or ticketing systems (Zendesk or similar)
Ability to multitask across systems and prioritize effectively

Strong attention to detail and accuracy

Ability to work in a fast-paced, metric-driven environment

Demonstrated accountability, reliability, and follow-through in prior roles

Preferred Qualifications Experience in healthcare, pharmaceutical, or regulated support environments

Experience with inbound and outbound call center operations

Familiarity with order processing, case management, or customer support workflows

Experience supporting multiple clients or accounts

Core Competencies Accountability Customer  Focus Problem Solving Communication Time  Management Adaptability Team  Collaboration Empathy and Understanding What Success Looks Like Consistently accurate and timely handling of customer requests

Strong ownership of work and follow-through on commitments

High-quality documentation with minimal errors

Strong adherence to SLAs and operational standards

Professional, respectful, and empathetic customer interactions

Effective collaboration with internal teams to resolve issues efficiently