Hours: Training hours are 8:00 AM - 4:30 PM Mon - Fri
7:00AM - 3:30PM
8:00AM - 4:30PM
9:30AM - 6:00PM
11:00AM - 7:30PM
2:00PM - 10:30PM
NOTE: Schedule will be provided several weeks in advance
Workers will be assigned 8 hours a day with overtime requested as needed
Location: Smithfield, RI 02917
Contract: 7/27/2020 - 12/31/2020 with possibility to go permanent depending on performance and attendance
This entry level position requires the prompt technical responses to questions from CVS store and pharmacy employees regarding troubleshooting, diagnosing, and resolving problems for store and Point of Sale systems, hardware, Repairs and Maintenance and Minute Clinic. This position requires a thorough knowledge of problem escalation and follow-up processes to ensure timely resolution of reported issues. Related online diagnostics are used for troubleshooting; incidents are tracked in a case tracking system. The primary role of this position is to take live trouble-shooting calls daily 100% of the time. This position must deliver outstanding customer service in a timely and efficient manner and with a demonstrated commitment to 1st call resolution and overall customer satisfaction
Responsible for resolving customer inquiries by using the tools provided to services the customer quickly, efficiently and thoroughly. Prompt response to questions from CVS store employees by troubleshooting, diagnosing, resolving problems and overall store support and installations. Document problems accurately and succinctly in the appropriate support tools provided. Maintain knowledge with accurate and up to date information relating to current policies, procedures and troubleshooting techniques.
A minimum of 6 months related work experience required, ideally in a call center, technical or customer service related role 1 to 2 years experience working in a service oriented call center, preferred Associate or Technical degree preferred, High School Diploma or GED required
Must demonstrate analytical, problem solving and interpersonal skills Must have excellent Customer Service skills Must have competent PC skills, Particularly in Excel and Access. Must have excellent verbal and listening communication skills Must have excellent writing skills. Able to work in a flexible 24/7 work environment, preferred
High School Diploma or GED required
Minimum typing score of 30 WPM required for consideration in this role.