CUSTOMER SERVICE SPECIALIST - SA

About the role

Responsible for using professionalism and excellent customer service to contact our patients regarding their refills and overall patient care.

Responsibilities

• Effectively manage large amount of outgoing calls
• Assist with placement of refills, transfers and/or new prescriptions
• Provide accurate, valid and complete information by using the right methods/tools
• Offer each customer the best possible service, quality, and value
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Document complaints, as appropriate
• Advise on company information
• Take payment and insurance information over the phone accurately and promptly
• Suggest solutions to work through any grievances or complaints
• Work with Pharmacy Technicians and Pharmacists to ensure proper customer service is being delivered at all steps of the refill process
• Research answers or solutions as necessary
• Assist with shipping/delivery administrative tasks to ensure accurate and timely delivery
• Refer patients to a Pharmacist as needed
• Other job duties as assigned

Requirements

• High school diploma or equivalent preferred
• Strong phone contact handling skills and active listening
• Demonstrate good listening skills and patience when dealing with all personality types over the phone and in person
• Demonstrate ability to develop relationships with customers and coworkers
• Strong command of the English language with Spanish preferred
• High level of ownership, accountability and initiative

Skills

• Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment
• Excellent verbal and written communication skills, strong command of grammar, spelling and style
• Strong computer proficiency with ability to learn new systems quickly and efficiently
• Ability to work within tight deadlines

Physical Requirements

• Ability to work long days sitting in front of a computer and using a telephone
• Ability to lift and carry up to 30 pounds a distance of 20 yards
• Ability to sit at a desk and work on a computer, for up to 8 hours at a time
• Ability to talk on a telephone routinely throughout an 8-hour day
• Ability to speak, read, and write in English and Spanish (if possible)