You will be working closely with other pharmacy team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems. The call center agent will be handling a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, direct the call to the appropriate party, address all questions or complaints, and provide an accurate and efficient response.
To be a successful call agent, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.
Available shifts: 7 am to 3 pm, and from 3 pm to 11 pm.
Answering or making calls to facilities/patients to process refills, address complaints, track delivery, etc.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that the facilities/patients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry personnel, as needed.
Building lasting relationships with facilities and other call center team members based on trust and reliability.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
Taking part in training and other learning opportunities to expand knowledge of company and position.
Adhering to all company policies and procedures.
High school diploma or equivalent.
Call center experience preferred
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Understanding of company services, policies and procedure.
Proficiency with computers and strong typing skills.
Ability to remain patient and diffuse tense situations.
Adaptability and accountability
Job Type: Full-time
8 hour shift
Work Location: One location