Customer Service Representative

Customer Service Representative

The Company:

Our mission is to improve the health and quality of life for the millions of people affected by chronic respiratory diseases.  We do this principally through the development of our first-in-class molecule, ensifentrine. Ensifentrine has the potential to provide relief for millions of patients suffering from a variety of respiratory conditions including chronic obstructive pulmonary disease (COPD), cystic fibrosis (CF), non-CF bronchiectasis and asthma.  Our focus is driven by our desire to ensure that innovative and differentiated molecules can reach these patients.

The experience of the Verona team, and its highly effective leadership allows us to challenge the status quo in drug development and commercialization.  Verona provides a professional, diverse, and inclusive working environment where our employees thrive.  We are driven to succeed by our desire to help those dealing with the chronic progressive nature of respiratory diseases.  We offer you the opportunity to help create a new future for those people living with respiratory diseases.

The Opportunity:

Verona Pharma is currently recruiting a Customer Service Representative, to join our team, reporting to the Sr. Manager, Training.  In this role, you will play a critical role in ensuring a positive interaction between external customers and members of our commercial team.  The Customer Service Representative is responsible for handling incoming calls, coordinating inquiries with internal departments, directing customers to the appropriate personnel, and managing requests for information.

To be successful in this role, you will possess an entrepreneurial and innovative spirit while working strategically and operationally in equal measure.  You will also have a high level of integrity and demonstrated customer engagement skills that will support your cross-functional collaboration and teamwork across Verona.

Remote working and flexibility are important parts of our culture at Verona. However, we are looking for candidates based in the Raleigh/Durham/Chapel Hill area as you will periodically be required to go into the Raleigh office for key meetings, training, and other activities as needed.

We know our employees are our most valuable asset, and our culture conveys that.  Trust, accountability, and efficiency are core values that drive our working environment.  We have a unique opportunity to build a company that will bring a first-in-class medication to chronic respiratory disease patients with significant unmet needs.  We also offer a competitive benefits package, including generous PTO, to support the health and happiness of our staff.

Responsibilities:
 

• Handle incoming calls from Healthcare Provider (HCP) offices and direct requests to appropriate Verona personnel.
• Conduct outgoing calls to follow up on customer requests or questions.
• Develop a strong understanding of Verona Pharma platforms and policies, as relevant to the role.
• Consistently utilize Customer Relationship Management (CRM) software tools and virtual phone systems to document interactions with HCPs and their staff.
• Leverage technology best practices, share technology solutions with others, and use communication technology to increase efficiency and productivity.
• Communicate frequently with Sales, Market Access, and Medical Affairs personnel regarding incoming calls and status of requests.
• Other duties as assigned.

Requirements:
 

• Bachelor’s degree (or relevant customer service experience) required.
• Excellent phone etiquette and active listening skills
• Ability to assess customer needs and provide appropriate solutions.
• Strong customer service skills, and the ability to handle difficult situations with professionalism.
• Self-motivated, ambitious, polished, polite, and determined.
• Strict compliance with Verona’s commercial compliance policy, and all applicable federal and state laws and guidance relating to product promotion and information dissemination.

An Equal Opportunity Employer

Verona Pharma is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at Verona Pharma are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.

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