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Resolution Center Specialist (Work at Home, Train On-Site Orlando, FL)

Walgreens Deerfield, IL
  • Posted: November 24, 2019
  • Full-Time

Job Description:
Job Summary
Responsible for a high volume of inbound and outbound calls with customers, physician offices, patients or third party providers about the company's products or services following standard SOPs and procedures, working under direct supervision. Ensures all contacts receive efficient and courteous service. Duties may vary based on assigned department.
Job Responsibilities

  • Resolves routine, general questions and problems submitted by customers, physician offices, patients and third party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.
  • Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents contact interactions, records details, complaints, comments and actions taken.
  • Coordinates with other functional areas as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
  • Contacts customers, physician's office, patient or third party vendor to respond to inquiries or to notify them of investigation results and planned adjustments.
  • Handles inquiries for one or more lines of business.
Walgreens (walgreens.com), one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), a global leader in retail and wholesale pharmacy. Walgreens is proud to be a neighborhood health, beauty and retail destination supporting communities across the country, and was named to FORTUNE magazine's 2019 Companies that Change the World list. Approximately 8 million customers interact with Walgreens in stores and online each day. As of August 31, 2019, Walgreens operates 9,277 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands, along with its omnichannel business, Walgreens.com. Walgreens also provides specialty pharmacy and mail services and offers in-store clinics and other health care services throughout the United States, most of which are operated by our health care strategic partners.
Job ID: 310887BR
Title: Resolution Center Specialist (Work at Home, Train On-Site Orlando, FL)
Company Indicator: Walgreens
Employment Type:
Job Function: Customer Contact Center
Full Store Address: 200 WILMOT ROAD,DEERFIELD,IL 60015
Full District Office Address: 8337 SOUTHPARK CIR,ORLANDO,FL,32819-09049-02445-S
External Basic Qualifications:
  • 18 years of age or older
  • High School Diploma or GED.
  • Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
  • Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
  • Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
  • Communicate effectively in writing and verbally.
Preferred Qualifications:
  • At least 1 year of customer service experience in centralized services or call center environment.
  • Experience in Retail or healthcare.
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
  • Intermediate level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
Shift:
Store:

Walgreens

Address

Deerfield, IL
60015 USA

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