Customer Care Professional - Front Counter
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Care Representative
Location 08054, Mount Laurel, New Jersey, United States
Visa Sponsorship No

Job Description

Last Update: 1/07/23
Why Stokes?
Stokes Healthcare is a privately-owned business comprised of two divisions: Epicur Pharma (503B facility) and Stokes Pharmacy (503A pharmacy). The two divisions operate out of separate facilities in Mount Laurel, NJ, following different regulations and are guided by different principles.
Stokes Pharmacy was founded in 1975. The pharmacy formulates custom prescription medicines for both humans and animals. The business has grown from a small, hometown operation in Medford, New Jersey, to a respected pharmacy serving the entire U.S., enabled by sophisticated online ordering and overnight shipping capabilities.
Stokes Healthcare has built a reputation for unwavering quality and superb service by holding fast to the founders commitment to traditional craftsmanship, combined with todays most advanced knowledge and technologies. In a field where many corporate-owned pharmacies try to compete on price, Stokes has always put safety and quality first. In 2016, Stokes Healthcare built a world-class facility (which became Epicur Pharma), as a testament to the commitment to providing the highest level of quality. Because patients lives depend on it. To produce the highest quality compounded drugs, the FDA highly recommended compounding pharmacies obtain registration by the FDA as an outsourcing facility. Only a handful of compounding pharmacies in the entire nation did so. Epicur Pharma has the expertise and dedication to meet these high standards for consistency and qualityone more reason that patients and doctors have trusted Stokes Healthcare for their medication needs for more than 40 years.
Adding a unique new offering to the veterinary industry, Epicur Pharma is a mini-manufacturer, producing drugs such as Tacrolimus Eyedrops, Buprenorphine Injection and Gabapentin tablets. Epicur is overseen by the FDA and is considered a 503B Registered Outsourcing Facility. Epicur follows Current Good Manufacturing Practices (cGMP) which are the same rules and regulations as the pharmaceutical companies. Epicur Pharma is proud to be a pioneer in animal drug standards, offering the largest selection of manufactured drugs that are traditionally compounded. Epicur products will be distributed directly to veterinary hospitals from our outsourcing facility and offered through Stokes Pharmacy for individual patient prescriptions.
At Stokes, we offer competitive salaries and a comprehensive benefits package that includes medical, dental and vision coverage, Health Reimbursement Account, Flexible Spending Account, 401(K) retirement savings plan with a generous employer match, paid holidays and vacation time, and an excellent working environment. We are conveniently located in Mount Laurel, New Jersey, just minutes from Philadelphia and the NJ shore.

Job Title
Customer Care Professional - Front Counter

FLSA Status
Non-exempt

Reports To
Pharmacist/Customer Care Professional Lead

Job Summary
This position requires an individual who has the experience and ability to handle high call volume and/or foot traffic in an active call center environment. He/she must possess enthusiasm, diligence and resilience.
Essential Duties and Responsibilities include the following. Other duties may be assigned.

Deliver superior customer service with a friendly demeanor, can-do attitude and willingness to help at all times
Welcome and check in visitors in proxy-click
Ring up clients/patients on front register
Call clients/patients to inform them when the prescriptions are ready
File prescriptions for the customer care agents
Open and close the front of the store
Enter new customer information into the appropriate system and update existing customer information for all scripts that are dropped off
Make outbound calls for declined credit cards
Call UPS to follow up on exceptions
Assist marketing and shipping when needed
Process scripts in incoming
Answer incoming calls from customers and make outbound calls to process orders received from doctor offices for refills
Manage and resolves customer complaints with a sense of concern and urgency
Document all call information according to standard operating procedures
Maintain a position of trust and responsibility by keeping customer information confidential
Demonstrate sound decision making according to established guidelines/procedures
Continuously increase job knowledge and skills through self-motivation and in-house training


Required Education and Experience

High school diploma or general education degree (GED)
Customer service call center experience preferred but not required
Must possess strong verbal, written and oral communication skills
Must have basic to moderate computer skills and have the ability to learn new software programs quickly
Must exhibit punctuality and low absenteeism
PTCB Certification not required but is a plus
Completion of Stokes Healthcare internal training class
NJ Pharmacy Technician License is not required but is a plus
May need to lift up to twenty-five (25) pounds on occasion
May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day
Finger dexterity to operate office equipment required


Eligibility Qualifications
It may be necessary to work extended hours as needed.

Competencies

Communication Skills
Customer/Client Focus
Organizational Skills
Problem Solving/Analysis
Technical Capacity


Work Environment
This job operates primarily in an office environment. This position requires the use of standard office equipment, and frequent standing and walking.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

May sit, stand, stoop, bend and walk intermittently during the day.
May sit or stand seven (7) to ten (10) hours per day.
Finger dexterity to operate office equipment required.
May need to lift up to twenty-five (25) pounds on occasion


Position Type and Expected Hours of Work
This is a full-time position. Because of the nature of the business, work schedules may vary at times.

Travel
No travel is expected for this position.

Disclaimer
The above job description is intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to capture or illustrate a comprehensive list of all responsibilities, duties, and skills required of employees assigned to this job.

AAP/EEO Statement
Stokes Healthcare is an Equal Employment Opportunity and Affirmative Action Employer.