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Boehringer Ingelheim · 3 hours ago

Lead Customer Service Client Rep

United States

Full-time

Remote

Mid Level

4+ years exp

Boehringer Ingelheim is a global company dedicated to the discovery, development, and delivery of products for patients and customers. They are seeking a Lead Customer Service Client Representative who will manage complex service interactions and ensure a positive customer experience while mentoring frontline staff and improving task efficiency.

BiotechnologyHealth CareMedicalPharmaceutical

Comp. & Benefits

No H1B

Responsibilities

Acts a subject matter expert in all customer interaction channels, providing product and process feedback to customer representatives and the team

Serves as an operational resource to assist with knowledge gaps, mentoring frontline staff, and improving task efficiency through role modeling exercises and customer service strategies

Acquires and maintains understanding of processes, procedures, and the systems used for support, including leveraging technology, while identifies/recommends opportunities for improving the work environment

Takes ownership and initiative; and follows through to resolution, complex and sensitive situations and evaluates explicit guidelines to determine exceptions to rules when solving unique problems

Provides call coaching, work processing feedback through side-by-side sit-with's, floor observations and quality reviews to enhance our employee feedback process and nurture new hires as they graduate through the learning curve

Provides guidance to others on improving efficiency, encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

Demonstrates good judgment and decision-making skills while balancing the needs of BIAH; providing short-range solutions, that promote customer centricity when resolving a multitude of customer service needs, including special customer requests, customer complaints, marketing program inquiries and all other customer related inquires

Within BIAH Customer Care Quality Standards, handles service interaction, regardless of type or channel, in a manner that reduces Customer Effort and executes necessary follow-up

Anticipates Customer Needs and meet those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool

Documents information on each interaction, so the information can be shared throughout BIAH Customer Care

Approaches complex and conflict situations with objectivity and utmost fairness to develop open communication between all parties involved

Adjusts communication style to appropriate audience

Takes time to plan and organize content of written composition carefully to ensure increased informational flow, grammatical accuracy and verbiage appropriateness

Consistently achieves established off and on phone expectations through personal commitment and initiative

Takes calculated risks with the potential to significantly impact the team and/or the Contact Center work performance

Independently identifies and undertakes developmental training to enhance progression of skills within the organization

Coordinates day-to-day work activities to ensure alignment with strategic direction, vision and values

May assist with special projects focused on process improvement, technological enhancements, operational initiatives which are critical to enhancing the customer and employee experience

Qualification

Customer service experienceCRM toolsERP toolsVeterinary knowledgeCommunicationResilienceMulti-taskingInterpersonal skillsTeam playerInitiativeTime managementDetail-oriented

Required

Bachelor's degree

OR Associate's degree and two (2) years of customer service or animal health-related experience

OR High school diploma and four (4) years of customer service or animal health-related experience

Excellent written and verbal communication skills

Strong customer focus; facilitates an excellent customer experience and provide professional customer support

Strong interpersonal skills with ability to work in a close team environment

Excellent team player with a can-do attitude

Ability to work within several software applications including Microsoft, CRM (Customer Relationship Management), and ERP (Enterprise Resource Planning) tools

Key dimensions include initiative, resilience, prioritization, and organization, time management, detail-oriented, ability to multi-task and develop solutions

Must be legally authorized to work in the United States without restriction

Must be willing to take a drug test and post-offer physical (if required)

Must be 18 years of age or older

Preferred

Customer service experience preferred

Veterinary or Animal Health knowledge a plus

Company

Boehringer Ingelheim

Glassdoor4.2

Boehringer Ingelheim is a group of pharmaceutical companies that focuses on prescription medicines and animal health. It is a sub-organization of Boehringer Ingelheim.

Founded in 1885

Ingelheim Am Rhein, Rheinland-Pfalz, DEU

10001+ employees