Customer Service Associate


Adecco is currently recruiting for multiple customer service associates in The Hanover Industrial Park in Wilkes Barre. A Customer Service advisor is responsible for providing world class customer service to consumer and health care professional with the single objective of delighting the consumers and making that contact with the client their best experience of the day. Nature of consumer contacts can range from simple inquiries about availability of our products to ingredient information to adverse events experienced by our consumer after using our products The CSA is also responsible for documenting all customer interactions in the appropriate data capture system. Your single aim should be to delight the consumers which will include Initiating and/or implementing resolution for all customer requests to ensure that an excellent standard of service and a high level of customer satisfaction are maintained.


Essential Duties and Responsibilities:


· Ensures customer satisfaction and loyalty by, assisting customers, and resolving a wide variety of customer requests, and feedback

· Manages irate or emotional callers in a professional manner, and co-ordinates the handling of difficult and/or unusual situations. Test of your ability will be in converting an angry consumer into a the client loyalist simply by listening to their concerns and addressing their issues

· Promptly answers, screens, and processes all consumer service requests received through multiple communication channels (phone, e-mail, letter, chat, social media)

· with strict adherence to confidentiality/privacy agreements and policies and procedures

· Resolves customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring consumer understanding

· Provides consumers and healthcare professionals with product information that is not medicinal in nature following all policies, and procedures. Explains complex medical terms/information in lay terms to consumers using scripted responses

· Identifies and documents product quality complaints following standard operating procedures

· Assists with service related tasks and activities, which may include technical questions for websites, and program registration

· May make outbound calls related to the service request, and/or follow-up to a customer inquiry

· Keeps records of customer interactions and transactions, recording details of inquires comments and actions taken. Documentation needs to be concise, thorough, and accurate following a Good Documentation Practice

· Utilizes automated (or if unavailable, manually) computer software

· Participates in internal and external educational opportunities and training requirements relevant to the call center or customer service environment

· Meets outlined benchmarks and/or key performance indicators as monitored through audits or recordings

· Supports organizational changes. Demonstrates flexibility in providing coverage and/or availability for the call center via scheduling adjustments for unexpected absences, events, or call volume variances

· Other duties and special projects that are assigned by management

· Proactively makes recommendations on how to enhance customer satisfaction, and improve operational effectiveness and efficiency

· Identify trends in customer satisfaction or dissatisfaction.

· Manage time effectively, meet personal goals and work effectively with other members of the distribution team.

· Has prior experience working for digital savvy organizations (e.g. internet, hi-tech

and/or start-ups).

· Follow company policies and procedures.

· Prepares, generates and distributes daily reports and order acknowledgements to appropriate personnel.

· Responsible for notifying administration of any required updates of customer records on the organization’s internal database.

· Displays sound judgment with a minimum of guidance in situations of above-average complexity.

· Ability and willingness to recognize areas that may need updating, and suggest means to improve department processes.

· Individual to have the skills to carry out consumer/ HCP outreach programs (examples: Telesales, tele-detailing, conducting surveys)

· Communicate with Service Delivery Managers and the client team to highlight issues that need to be addressed to provide world class consumer experience


The Adecco Group is a global leader in HR services Our group connects over 700 000 associates with our business clients each day through our 6 600 offices in over 70 countries and territories around the world We offer employment opportunities at any stage in your professional career Contact us today to discuss available contract and direct hire positions Adecco Group offers benefits including Holiday 401 k Insurance Benefit Plans and free Self Paced Online Training Courses Adecco Group is an Equal Opportunity Employer Minorities Women Veterans Disabled

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Reference number US_EN_99_022997_12012623