Consumer Communication Specialist

TITLE: Consumer Communications Specialist

DEPARTMENT: Medical Affairs

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.

ACCOUNTABILITEIS:

• 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