Customer Care Representative - Remote

Customer Care Representative - Remote Schedule: Monday–Friday, 10:30 AM–7:00 PM ET Location: Remote - United States Employment Type: Full-Time Make a Difference Through Every Customer Interaction PharmaCentra is seeking a Customer Care Representative to join our remote healthcare contact center team. In this role, you will serve as a trusted point of contact for patients, caregivers, healthcare providers, and school personnel seeking information about a nasal epinephrine spray and its related support program. This is a customer-focused position for someone who enjoys helping people, communicates with empathy and professionalism, and can balance excellent service with accuracy, efficiency, and adherence to established procedures. You will handle inbound customer inquiries, use approved resources to provide information, document interactions accurately, and help customers navigate available support programs. What You'll Do Answer inbound customer calls and provide professional, courteous, and empathetic service. Assist patients, caregivers, healthcare providers, and school personnel with questions related to the product and available support resources. Provide information using approved scripts, FAQs, reference materials, and established procedures. Listen carefully to understand the customer's needs and determine the appropriate next step. Accurately document customer interactions and information in the appropriate systems. Follow established processes for handling customer inquiries, escalations, and program-related requests. Protect customer information and maintain appropriate confidentiality. Manage a high volume of inbound calls while maintaining quality, accuracy, and professionalism. Use sound judgment and problem-solving skills while remaining within established guidelines. Collaborate with team members and leadership to resolve customer needs. Meet established performance, quality, attendance, and productivity expectations. Participate in required training, coaching, and ongoing learning. What We're Looking For The ideal candidate is someone who is empathetic, dependable, detail-oriented, and comfortable working in a structured customer service environment. You should have: Excellent verbal and written communication skills. A professional, patient, and empathetic communication style. Strong listening and note-taking skills. Excellent attention to detail and commitment to accuracy. The ability to follow scripts, FAQs, workflows, and established procedures. Strong problem-solving and critical-thinking skills. The ability to manage multiple customer needs while maintaining accuracy. The ability to work effectively in a high-volume inbound call environment. Strong computer and data-entry skills. The ability to learn and accurately communicate information from approved resources. A collaborative, team-oriented approach. Reliable attendance, punctuality, and dependability. Remote Work Requirements This is a 100% remote position and must be performed within the United States. Employees are responsible for providing and maintaining the equipment and internet connection necessary to perform the essential functions of the position. Minimum Computer & Equipment Requirements Windows 10 or Windows 11, 64-bit computer Minimum 8 GB RAM Quad-core processor or better At least 50 GB of available storage Second monitor with minimum 1920 × 1080 resolution USB noise-canceling headset with microphone Webcam Keyboard and mouse Minimum of two USB-A ports Minimum of one HDMI port Internet Requirements Minimum 50 Mbps download speed Minimum 50 Mbps upload speed Reliable internet connection capable of supporting continuous voice communication and required business applications Candidates should be prepared to demonstrate that their equipment and internet connection meet the minimum requirements before beginning employment. Schedule Monday–Friday, 10:30 AM–7:00 PM Eastern Time Candidates must be available to work the full scheduled shift and maintain reliable attendance. Benefits Benefits are available after 90 days of employment , subject to applicable plan terms and eligibility requirements. Benefits include: Paid Time Off (PTO) Paid Holidays Medical Insurance Dental Insurance Vision Insurance Short-Term Disability (STD) Long-Term Disability (LTD) Life Insurance 401(k) retirement plan 100% vested employer match after 12 months Why Join PharmaCentra? At PharmaCentra, our work supports healthcare programs and the people who rely on them. Our customer care professionals play an important role in creating positive experiences for patients, caregivers, healthcare professionals, and other customers. If you are someone who takes pride in providing excellent customer service, communicates with empathy, and can consistently deliver accurate and professional support in a fast-paced environment, we would like to hear from you. Equal Employment Opportunity PharmaCentra is an equal opportunity employer. Employment decisions are made based on qualifications, merit, business needs, and other lawful considerations. We are committed to providing equal employment opportunities to qualified applicants and employees without regard to legally protected characteristics under applicable federal, state, or local law. PharmaCentra complies with applicable laws regarding reasonable accommodations for qualified individuals with disabilities and sincerely held religious beliefs. Applicants who require an accommodation during the application or hiring process may contact Human Resources for assistance. Apply today to join the PharmaCentra team and help make every customer interaction count. Offer of employment is conditioned upon passing a background check.