Customer Solutions Agent (Administrative)

**This role follows a Hybrid work schedule, 3 days in office, 2 days remote.**

 

Family-owned since 1908, Merz Aesthetics is the world's largest dedicated medical aesthetics business. Join us as we work together to bring authentic confidence to life for our customers, patients, and employees. As a Customer Solutions Agent, you will support the mission, vision, and values of the company by delivering seamless, energetic, and professional support to Merz Aesthetics Customers. Responding to inbound calls and order requests, the Customer Solutions Agent consistently communicates effectively to answer questions and resolve issues, ensuring a positive experience for all Merz Aesthetics Customers.

RESPONSIBILITIES:

 Customer Support  

• Provide support for a queue of inbound phone calls, utilizing probing and problem-solving skills to understand issues and ensure prompt resolution in response.
• Respond promptly and professionally to customer inquiries via phone, email, chat, or in person.

Order Fulfillment

• Receive order requests from customers via phone or email and accurately process orders within established timeframes.
• Monitor the IQVIA queue and place orders in SAP within established timeframes.
• Process Grant requests & Patient Assistance Program applications. 

Product Knowledge

• Develop a comprehensive knowledge of company products and services that can be clearly articulated to customers.
• Stay updated on product promotions.

Process Compliance

• Follow established process guidelines, ensuring compliance with all departmental SOPs.
• Participate in regular training sessions to stay compliant with operational protocols.

Interaction Standards

• Document all customer interactions and maintain performance standards, including effectiveness, efficiency, and quality.
• Deliver a consistent, friendly, and professional tone in all customer interactions.
• Demonstrate empathy, patience, and active listening skills.
• Uphold the company's brand values and customer-first philosophy in every engagement.

Requirements:

• High School diploma.
• Previous experience in a Customer Service function.
• Excellent probing and problem-solving skills.
• Superior verbal and written communication skills.
• Ability to work in a high-pressure environment and deal effectively with Customers by providing caring responses and diffusing escalated situations. 
• Ability to navigate a computerized CRM and other relevant applications while interacting with Customers on the phone. 
• Skilled in MS Office.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Customer Service