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Call Center Representative - An Amazon Company

Company: PillPack
Location: Concord
Posted on: July 17, 2020

Job Description:

PillPack--is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system that enables people to take the right medications every day, this means they can spend less time dealing with error-prone pill boxes or manual solutions and more time doing the things they enjoy.--
We thrive on friendly and creative team energy, aiming for an environment that is both productive and comfortable. We value team building where everyone is working hard to make a huge impact on the company together.
As a member of the Clinical Resource Team-- you will provide support for escalated incoming calls, supervisor level requests, and additional outbound support seven days a week. -- CORE RESPONSIBILITIES:Answer incoming telephone calls from Customer Care associates on a daily basis and maintain metrics as assignedMake outbound calls including for a variety of purposes. Including situations deemed urgent by clinical pharmacist teamAssist clinical pharmacist team with outgoing MD, pharmacy, and/or customer callsAssist Customer Care Associates by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledgeComplete tickets to support Customer Care Team and Clinical RPh teamMaintain advanced understanding of all PillPack policies and procedures as well as PillPack products and servicesMonitor and process all help desk assigned tasks on a daily basisAct as primary point of contact for escalated calls by Customer Care Associates, handle escalated calls and follow through until resolution has been met----Manage reporting of customer complaints and provide resolution per set SLA's, escalating as appropriateInvestigate and report pharmacy errorsLearn pharmacy laws and regulations nationwideServe as a point of contact for any system or technology/software outages and notify all appropriate parties for resolutionMaintain confidentiality of all customer informationWork autonomously and proactively identify areas in need of improvementConstant collaboration with teammatesCustomer-centric and commitment to qualityPerform other tasks assigned while working in a fast paced environmentBASIC QUALIFICATIONS:High school or equivalent diplomaNew Hampshire pharmacy technician license or willingness to obtain one6+ months of relevant experience working with computer and web based toolsExperience recognizing and identifying patient medicationsAbility to work a flexible schedule; some shifts may be outside of traditional working hoursPREFERRED QUALIFICATIONS:Demonstrated ability to work as an effective team memberStrong organization skills and attention to detailExperience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and qualitySALARY$16.50/hrSHIFTSMonday - Friday 1:30 pm -10:00 pmSunday-Thursday 11:30 am -8:00 pmTuesday-Saturday 11:30 am -8:00 pm
PandoLogic.Category: Customer Service, Keywords: Customer Service Representative

Keywords: PillPack, Boston , Call Center Representative - An Amazon Company, Other , Concord, Massachusetts

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