Call Center Specialist - Work at Home
Walgreens- Full Time
- Posted : 4 years ago
TELECOMMUTE Location, Remote, Chandler, AZ
Job Description
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. This role will support the ECOM/Balanced Rewards team.
This is a work at home position. To be
considered, candidates must have an active home phone line (landline only -
cell and VOIP services not authorized) and high-speed internet (cable/broadband
or fiber optic) active at time of application.
* 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, 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 neighbourhood 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 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.
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).
Skills
- Customer Support
- Multi-Tasking
- CUSTOMER SERVICE
- Client Relationship Management
- Medical Health Care
- Tele calling
- Managing Skills
- Customer Operations
- Organizing Skills
