Customer Service Representative
Ideal Candidate Profile:
Looking for a customer service rep that has at least one year of experience and previous experience working a evening or night shift.
Previous pharmacy or healthcare experience is preferred, but not mandatory.
High School Diploma Required
Previously held to CSR-related metrics
Summary: Provides customer support services via telephone.
Receives in-bound communications from customers and/or facility personnel. Documenting real-time call in CRM, following specific lines of questioning to gather pertinent facts, recording situation electronically, and forwarding concerns to appropriate functional area for resolution. Associate will follow-up on all issues and serve as key point of contact between client and company to ensure customer satisfaction and positive customer outcome.
Determines type of inquiry, documenting issue into CRM database, assigning each issue by functional area (Ops, Clinical, and CSR) for investigation, resolution, and follow-up.
Works with other functional areas to resolve customer issues, documents case in the system database, and notifies appropriate parties of what course of action needs to be taken for resolution.
Works with Pharmacy General Managers and RBO’s to resolve customer concerns and issues.
Works with associates in other functional areas, regional account management representatives and regional operations to resolve customer service problems.
Works with patients, collecting customer satisfaction information to satisfy carrier requirements based on quality of service.
Performs other tasks as assigned.
Conducts job responsibilities in accordance with the standards set out in the Company’s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
6:00 AM - 2:30 PM - Sunday to Thursday (Fri, Sat off)
8:30 AM - 5:00 PM - Tuesday to Saturday (Sun, Mon off)
3:00 PM - 11:30 PM - Friday to Tuesday (Wed, Thurs off)
10:00 PM - 6:30 AM - Thursday to Monday (Tues, Wed off)
Training: 8-5pm M-F for the first 2 weeks for training.
Behavior Competencies: Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Ethics, Organizational Support, Judgment, Planning/Organizing, Professionalism