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Bringout the Health Within

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Boiron Consumer Experience Specialist

Location: Newtown Square, PA
Type: Full-Time

SUMMARY OF POSITION:


This position will respond to inquiries from the public including product-related questions and complaints, adverse reactions, general homeopathy, etc. through mail, e-mail, live telephone contact, and Web-based social platforms. This individual will also support Digital Marketing in social media, corporate Web presence-building and consumer outreach initiatives as well as assist Quality Assurance in managing complaints, related investigations and documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Answer consumer phone inquiries regarding product information and drug facts, product complaints and adverse events, and maintain related documentation.
  • Respond to all mail and e-mail inquiries in a professional and timely manner.
  • Provide quality consumer care and information through interactions on social media platforms.
  • Manage the telephone system and outgoing messages.
  • Respond to voicemails received after business hours in a timely manner.
  • Manage contacts and information in the consumer inquiry database.
  • Compile consumer inquiries data and issue reports on monthly basis or as needed.
  • Manage product complaint documentation and coordinate sample collection for investigation.
  • Conduct initial intake for adverse event reports and forward to appropriate Quality Assurance or contracted call center consultant.
  • Update, manage and maintain informational resources in paper and electronic formats.
  • Assist record retention activities associated with all GMP documentation maintained by Quality Assurance.
  • Maintain open communication with Operations to resolve challenges.
  • Work independently with minimal supervision.
  • Manage time effectively and utilize strong analytical/problem solving skills.
  • Provide support and staffing at consumer events when required.
  • All other duties as assigned.


REQUIREMENTS:

  • Education: Bachelor’s degree in Communications or related field.
  • 2-4 years of customer service or call center experience preferred.
  • Proficiency in Microsoft Office including Outlook, Word and Excel.
  • Proficiency in social media applications including Facebook, Twitter, Instagram and Pinterest.
  • Strong written and verbal communication skills; must be a strong active listener with a strong thought process.
  • Strong organizational skills with attention to detail.
  • Ability to work in a high-paced, multi-tasked environment.
  • Ability to balance multiple responsibilities; adapt to changing corporate priorities; and meet deadlines.
  • Ability to recognize and interpret trend data from consumer inquiries.
  • Ability to work independently, manage own time and take initiative; or take direction to support a team or hired consultants.
  • Ability to provide effective and timely resolutions for a wide range and high volume of customer inquiries.
  • Self-starter with demonstrated leadership, interpersonal and communication skills.
  • Build positive rapport with different types of consumers over the telephone or through Web-based social platforms.
  • Demonstrated ability to diplomatically resolve consumer complaints and diffuse tension to ensure goodwill and customer retention.
  • Ability to represent brand image of friendliness, empathy, and holistic lifestyle to general public.
  • Ability to travel domestic (up to 10% travel required), which may include overnight and/or weekend travel.

If you feel you are qualified and would like to apply for this position, please email your resumé to [email protected]