This role will be a hybrid role meaning there is some flexibility to work from home, but will still need to have the ability to work from our Duluth, Georgia office when needed. As a Senior Customer Service Client Representative, the individual works independently, with limited direction when handling a range of complex service interactions that require one to quickly assess, clarify, analyze and completion of the customer request(s). The individual demonstrates proficiency in the core customer service functions and is cross trained on a variety of customer related tasks flowing through various channels. The types of interactions range from handling account inquiries including billing or order issues, website navigation, order entry, resolution of complaints, while doing so in a manner that reduces customer effort and promotes a positive customer experience. The person in this role is responsible for the documentation of customer queries and performing monitoring activities for each customer case until resolution. The channels of service one may be handling include phone, email, and/or self-service. The individual should be able to work within a structured environment, while demonstrating flexibility and initiative to establish and achieve individual professional goals.
As an employee of Boehringer Ingelheim, you will actively contribute to the discovery, development, and delivery of our products to our patients and customers. Our global presence provides opportunity for all employees to collaborate internationally, offering visibility and opportunity to directly contribute to the companies' success. We realize that our strength and competitive advantage lie with our people. We support our employees in several ways to foster a healthy working environment, meaningful work, diversity and inclusion, mobility, networking, and work-life balance. Our competitive compensation and benefit programs reflect Boehringer Ingelheim's high regard for our employees.
Duties & Responsibilities:
Efficiently carries out all relevant job processes independently, including ability to effectively leverage technology.
Identifies gaps in contact center processes or engagement.
Takes ownership of situations and evaluates explicit guidelines to determine exceptions to rules when solving commonly occurring and at times unique problems.
Identifies and solicits a range of alternatives in the decision-making process.
Takes action and initiative to solve problems by gathering and applying information from known sources.
Within BIAH Quality Standards, handles service interaction, regardless of type or channel, in a manner that reduces Customer Effort.
Anticipates Customer Needs and meets those needs through Upselling, Cross Selling of products, and/or services, including support and direction on use of online account management tool.
Executes needed follow-up through various communication channels such as, outbound calls, emails, in accordance with BIAH Standards.
Accommodates special customer requests and rectify customer complaints, with good judgment and decision-making skills while balancing the needs of BIAH.
Resolves inquiries related to marketing programs, product, price, and order status information within established processed and procedures.
Acquires and maintains understanding of processes, procedures, and the systems used for support.
Documents interaction information on each interaction, so the information can be shared throughout BI.
Effectively navigates minimally complex communication situations.
Adjusts communication style to appropriate audience.
Diminishes conflict provoking issues among co-workers/customers and identifies shared areas of interest among involved parties.
Consistently achieves established off and on phone expectations through personal commitment and initiative.
Adapts existing processes to current method of task completion and may make recommendations; identifies opportunities for improving one's work environment.
Follows all company and department policies as documented.
High school diploma required. Bachelor's degree preferred.
Six (6) months experience in a customer service environment required.
Excellent written and verbal communication skills.
Strong customer focus; facilitates an excellent customer experience and provide professional customer support.
Strong communication skills.
Strong interpersonal skills with ability to work in a close team environment.
Excellent team player with a can-do attitude.
Must be able 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.
Veterinary or Animal Health knowledge a plus.
Intermediate level of job-related knowledge and department goals and strategies.
Demonstrates the ability to process all work within Contact Center.
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.
Who We Are:
At Boehringer Ingelheim we create value through innovation with one clear goal: to improve the lives of patients. We develop breakthrough therapies and innovative healthcare solutions in areas of unmet medical need for both humans and animals. As a family-owned company, we focus on long term performance. We are powered by 50.000 employees globally who nurture a diverse, collaborative, and inclusive culture. Learning and development for all employees is key because your growth is our growth.
Want to learn more? Visit boehringer-ingelheim.com and join us in our effort to make more health.
Boehringer Ingelheim is an equal opportunity global employer who takes pride in maintaining a diverse and inclusive culture. We embrace diversity of perspectives and strive for an inclusive environment, which benefits our employees, patients, and communities. All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.