Service Centre Specialist
CareRx Corporation
Full time
Healthcare
Canada
Hiring from: Canada
Key Accountabilities
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Building lasting relationships with clients and other call center team members based on trust and reliability.
- Utilizing software, scripts, and tools appropriately to ensure incident resolution.
- Support pharmacy application (Kroll), providing instruction & log in troubleshooting
- Troubleshoot diverse technologies including laptops, desktops, tablets, and printers
- Data entry and research as required to troubleshoot customer problems.
- Documenting processes and procedures
- Assisting the IT / Technology department with any project or emergency that arises
- Working with vendors to log tickets and follow ups on requests.
- Key Performance indicators being tracked against:
- Talk time per call
- Time to answer calls
- Tickets created
- Tickets Solved
- Education: No requirement
- Certifications: No requirement
- Experience: 2-3 years LTC pharmacy experience preferred
- Skills: Proficiency with MS office/Outlook, Familiarity with Salesforce preferred but not required. Team player, Detail oriented
- Work Environment: Remote work – Laptop and cell phone provided
- Physical Requirements: none
- Hours of work: 8 hour shifts on rotating schedules (7am -3pm, 8am -4pm, 9am-5pm, 12pm to 8pm) On call shifts required after the 12pm to 8pm shift (3 hours from 8pm to 11pm)
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