• Resolve questions and concerns effectively and efficiently by actively listening, communicating clearly, and assuring understanding of the question/issue. • Respond to our company National Service Center and Field Service Center inquiries using knowledge base documents, Prescribing Information/Medication Guide documents, and databases. • Provide off-label scientific/medical information to Healthcare Professionals in response to unsolicited inquires. • Document interactions, recording details of inquiries, complaints, comments and actions taken, to include intake of Adverse Events and Product Quality Complaints. • Ensures the delivery of the desired customer experience for all customer/employee engagements. • May manage development and execution of customer/consumer/employee multi-channel communications, workflow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience. • May collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues. • Manage escalated customer requests to resolution for assigned projects, and assess customer interactions to continually enhance the customer experience and achieve operational excellence.