Knipper Health · 4 hours ago
Customer Service Specialist
United States
Full-time
Remote
Mid Level
3+ years expKnipper Health is a company focused on providing exceptional customer service, and they are seeking a Customer Service Specialist to deliver a world-class customer experience. The role involves assisting clients through various communication channels, resolving inquiries, and ensuring customer satisfaction.
MarketingPharmaceutical
Responsibilities
Respond to customer inquiries and requests through phone communication (calls, chat, SMS) and email
Represent a diverse range of programs and brands with expertise, positivity, and a can-do attitude by addressing questions about orders, accounts, products, services, and website navigation assistance
Encourage customers use of on-line tools and create a positive user experience by removing barriers to usage by pro-actively reaching out to customers along their customer journey
Identify customer needs, ask effective questions, guide conversation, and investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution
Determine when an issue must be escalated and to whom it should be escalated
Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary
Accurately and completely record information within CRM and update systems appropriately
Share feedback about customer request trends and overall suggestions for improvement with supervisor
Handle potentially negative situations with customers with tact and diplomacy. De-escalate concerns pro-actively
Be flexible, organized and able to comply with constantly changing business rules, processes, and system enhancements
Meet and exceed service level goals
Understand and utilize Telephony and CRM systems for maximize efficiencies
Qualification
Required
High school diploma
Approximately three to five years' experience in customer-facing roles, however, less experience may be considered with demonstrated related software platform knowledge and experience
Must have demonstrated success in interacting and collaborating with internal and external customer
Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously
Technically savvy with the ability to pick up new technology, processes, and procedures quickly
Exceptional customer service skills-both inbound and outbound calls
Exceptional interpersonal and communication skills (verbal and written)
Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadline-driven environment
Proficiency in Microsoft Outlook, Excel, Word and Teams
Ability to trouble-shoot, problem-solve and formulate recommendations for solutions
Time management skills with aptitude to multitask across various clients, projects and internal departments with changing priorities
Preferred
Bachelor's or Associate's degree strongly preferred
Pharmaceutical business or call center/service environment (inbound and outbound calls), is strongly preferred
Flexibility to work shifts starting as early as 8:30 am and end at 8:00 pm Eastern Standard Time, a plus
Company
Knipper Health
Knipper Health is a pharmaceuticals company offering sampling distribution and prescriber validation services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Frazier Healthcare Partners
2025-07-08Private Equity
Leadership Team
Michael Laferrera
President and Chief Executive Officer
Joseph Schmadel
CDO / CIO
Recent News
Fierce Healthcare
2025-08-06
Company data provided by crunchbase