Call Center Agent – Direct to Office (DTO)

Why Stokes?

Stokes Healthcare is a privately-owned business comprised of two divisions: Stokes Pharmacy (503A pharmacy) and Epicur Pharma (503B facility). 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.

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. Adding a unique offering to the veterinary industry, Epicur Pharma is an FDA Registered 503B Outsourcing Facility, producing drugs such as Tacrolimus Eyedrops, Buprenorphine Injection and Gabapentin tablets. Epicur follows Current Good Manufacturing Practices (cGMP) which are the same rules and regulations followed by commercial manufacturers.

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 are distributed directly to veterinary hospitals from our manufacturing facility and offered through Stokes Pharmacy for individual patient prescriptions.

Stokes Healthcare has built a reputation for unwavering quality and superb service by holding fast to the founders’ commitment to traditional craftsmanship, combined with today’s 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 because patients’ lives depend on it. 

At Stokes, we offer competitive salaries and a comprehensive benefits package that includes medical, dental and vision coverage, life insurance, Health Reimbursement Account, Flexible Spending Account, 401(K) retirement savings plan with a generous employer match, a bonus program, paid holidays, vacation and personal 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  

Call Center Agent - Direct to Office (DTO)

FLSA Status  

Non-exempt   

Reports To  

Direct to Office Supervisor

Job Summary

This position requires an individual who has the experience and ability to handle high call volume 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.

• Answer incoming calls or make outgoing calls to doctors or veterinary offices 
• Upsell/cross sell on inbound calls
• Manage and resolve office complaints with a sense of concern and urgency
• Deliver superior customer service with a friendly demeanor, can-do attitude and willingness to help at all times
• Enter and update office information into the appropriate system 
• Promote and support our online ordering system (iFill V2) and billing system (bill.com)
• Process office orders accurately in appropriate system (GPS 2.0 or PK)
• Respond to written e-mails or online website inquiries swiftly, courteously, and with professionalism
• Retrieve and respond to voicemails professionally 
• Build rapport with offices through friendly, engaging conversation
• Research accounts, identify and contact key player (IE purchaser) to generate interest 
• Inform offices of products we carry and promote new products based on training 
• Recommend alternative products if we do not carry specific product office is requesting
• Emphasize product features, benefits, and provide pricing along with price breaks if applicable 
• Work with marketing and outside sales team to properly convey company message and identify potential accounts
• Support and promote our iFill ordering system 
• Support marketing efforts when necessary by updating leads & contacts in Zoho
• Maintain and expand company’s database of prospective accounts
• Maintain a position of trust and responsibility by keeping customer/doctor information confidential
• Document all call information according to standard operating procedures
• 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
• NJ technician registration preferred 
• Must exhibit punctuality and low absenteeism

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 eight (8) 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.