• Handle all customer inquiries and communicate with partners to troubleshoot issues • Support the Venue Success team to ensure venue partners issues are resolved quickly and professionally • Be a product and knowledge expert for LineLeap technology • Observing and reporting issues or trends to ensure operational, technical and personnel issues are addressed • Analyzing sales data on a nightly basis to optimize revenue during peak hours • Assisting with questions and troubleshooting issues related to LineLeap processes

• Providing exceptional initial onboarding experience and long term adherence support • Share materials on the disease, diagnosis, community resources and treatment support • Maintain and communicate up-to-date knowledge of the resources available as needed, including approved external resources • Place the required welcome calls to patients to introduce the OneSource program and confirm required/requested support • Communicate Benefit Investigation (BI) results with patients and HCP and help interpret them, as needed • Inform patient of financial support eligibility based on available programs • Enroll patient in Alexion financial assistance programs as eligible or refer to external support programs as appropriate • Proactively conduct routine and/or year-end reverification of coverage outreach by working with patients and caregivers, healthcare providers, insurance companies, and Alexion colleagues • Connect patients to the Alexion patient community and inform them about available advocacy groups for their disease • Assist patients in receiving required vaccinations either through Alexion or other vaccination locations • Efficiently navigate CRM documentation and other required record keeping during all patient interactions as to maintain high visibility into patient case status • Properly and immediately report Adverse Events during any customer interactions in the PV Event Reporting Tool • Act as the primary coordinator of all HCP needs across onboarding from case creation to product delivery and ongoing support through lifetime of product use • Coordinate with other appropriate HCP facing roles and cross functional partners to respond to questions from physicians and office staff and address any issues • Communicate with HCPs to confirm required/requested support or obtain missing information • Proactively and effectively consult with and engage the appropriate internal cross functional partners to resolve barriers quickly • Maintain working understanding of the reimbursement process, and leverage knowledge to communicate with internal and external stakeholders while insurance approval is being obtained and work with appropriate field specialists for denial/appeal support • Trigger initiation of adherence program on conclusion of onboarding and connect with patients through defined channels for the determined touchpoints based on product-specific programs • Educate prescribed patients and their caregivers regarding how to prepare for and what to expect during the long-term adherence of the Alexion product or switching from one Alexion product to another • Provide emotional support for patients and caregivers on continued administration of Alexion products

Role Description The Customer Service Specialist is responsible for providing an authentic, world class “White Glove” customer experience to our client’s customers through a variety of channels via phone, email, text (SMS), and chat with the phone as the primary focus and channel. The role is to handle all aspects of customer service with empathy, creativity, a problem-solving mindset, finding resolutions, and taking ownership of customer interactions using a variety of systems, tools, and resources. Program types include, but are not limited to, support of Hospital Inpatient Free Trial Programs. The Free Trial Program provides an online web service channel for pharmacists to enroll, order and receive Program Product as per the client business rules. Customer Service Specialist receives or makes calls to pharmacists (RPh) needing assistance with registration, log on, validation information and ordering free trial units, for both desktop and mobile platforms. Key Responsibilities: - Respond to customer inquiries and requests through phone communication (calls, chat, SMS) and email. - Represent a diverse range of programs and brands with expertise, positivity, and a can-do attitude by addressing questions about orders, accounts, products, services, and website navigation assistance. - Encourage customers to use online tools and create a positive user experience by removing barriers to usage by proactively reaching out to customers along their customer journey. - Identify customer needs, ask effective questions, guide conversation, and investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution. - Determine when an issue must be escalated and to whom it should be escalated. - Conduct initial troubleshooting and technical assistance to customers, resolving basic technical issues and escalating complex problems to higher support levels when necessary. - Accurately and completely record information within CRM and update systems appropriately. - Share feedback about customer request trends and overall suggestions for improvement with supervisor. - Handle potentially negative situations with customers with tact and diplomacy. De-escalate concerns proactively. - Be flexible, organized and able to comply with constantly changing business rules, processes, and system enhancements. - Meet and exceed service level goals. - Understand and utilize Telephony and CRM systems for maximizing efficiencies. The above duties are meant to be representative of the position and not all-inclusive. Qualifications - High school diploma. - Bachelor’s or Associate’s degree strongly preferred. Equivalent certificate training or experience may be considered. - Approximately three to five years’ experience in customer-facing roles; however, less experience may be considered with demonstrated related software platform knowledge and experience. - Pharmaceutical business or call center/service environment (inbound and outbound calls) is strongly preferred. - Must have demonstrated success in interacting and collaborating with internal and external customers. - Demonstrated knowledge of and aptitude to work within multiple software platforms simultaneously. Requirements - Technically savvy with the ability to pick up new technology, processes, and procedures quickly. - Exceptional customer service skills both inbound and outbound calls. - Exceptional interpersonal and communication skills (verbal and written). - Ability to use sound judgment, remain flexible, maintain professionalism and re-establish priorities in a deadline-driven environment. - Proficiency in Microsoft Outlook, Excel, Word, and Teams. - Ability to troubleshoot, problem-solve and formulate recommendations for solutions. - Time management skills with aptitude to multitask across various clients, projects, and internal departments with changing priorities. - Ability to work in a team environment and independently with all levels of the organization. Physical Demands - Location of job activities 100% inside. - Extensive manual dexterity (keyboarding, mouse, phone). - Vision abilities include close vision, distance vision, and ability to adjust focus. - Noise and/or vibrations exposure. - Frequently reach (overhead), handle, and feel with hands and arms. - Sit for prolonged periods of time. - Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• responds to complex customer inquiries regarding products • provides quotes • handles order entry • places customer orders via telephone, fax, email, electronic methods, or walk in • influences gross profit through negotiating sale and purchase prices • adjusts non-contract customer pricing based on competition • builds customer relationships to drive repeat business • orders items to ensure appropriate inventory levels • may place orders without approval for certain amounts • expedites backorders • may pull inventory and prepare orders for shipment • sources products in branch or distribution center inventory • determines cost-effective shipping methods • may handle customer returns • provides coaching and guidance to less experienced representatives