Consumer Communications Specialist

OCCUPATIONAL SUMMARY:
Serve as a product expert for Company products when responding to inquiries and complaints. Handle consumer and medical professional contacts related to adverse events, product inquiries and complaints.

ACCOUNTABILITIES:

• Provide outstanding service to and engage professionally with consumers and other company contacts
• Liaise with medical professionals and consumers related to product inquiries and complaints as they relate to all C.B. Fleet Company, Inc. and Prestige Brand drug, device and dietary supplement products
• Enter case data into the relevant database
• Possess a constant working knowledge of company products sold world-wide

RESPONSIBILITIES:

• Provide high quality customer service to consumers and health care professionals.
• Maintain professionalism and represent Brands with honor and respect
• Effectively multi-task while handling consumer contacts – have the ability to listen and electronically capture consumer comments simultaneously
• Manage large amount of inbound contacts
• Identify consumers’ needs, clarify information, research issues and provide solutions effectively and in a timely fashion
• Serve as a Brand Advocate to our consumers
• Demonstrate excellent language and communication skills both by voice and in writing
• Follows the Medical Affairs record retention system.
• Follow Good Documentation Practices.
• Maintain high quality standards for data entry and database coding.
• Maintain a high level of product knowledge.
• Attend pertinent department meetings.
• Provide complaints and inquiries analysis as necessary.
• Perform other duties as required.

QUALIFICATIONS:

• Requires knowledge gained through a degree, preferably in a health, science or communication/marketing discipline and 5 years working experience.
• Customer Service experience, preferred