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

Qualifications

  • 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

Working Conditions (this is particularly relevant for our pharmacy or field-based roles)

  • 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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