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Service Desk Associate

Company: Pillpack
Location: Northwood
Posted on: July 1, 2020

Job Description:

PillPack is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system that enables people to take the right medications every day, this means they can spend less time dealing with error-prone pill boxes or manual solutions and more time doing the things they enjoy.
We thrive on friendly and creative team energy, aiming for an environment that is both productive and comfortable. We value team building where everyone is working hard to make a huge impact on the company together.
As a member of the Clinical Resource Team you will provide support for escalated incoming calls, supervisor level requests, and additional outbound support seven days a week.

CORE RESPONSIBILITIES:
--- Answer incoming telephone calls from Customer Care associates on a daily basis and maintain metrics as assigned
--- Make outbound calls including for a variety of purposes. Including situations deemed urgent by clinical pharmacist team
--- Assist clinical pharmacist team with outgoing MD, pharmacy, and/or customer calls
--- Assist Customer Care Associates by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge
--- Complete tickets to support Customer Care Team and Clinical RPh team
--- Maintain advanced understanding of all PillPack policies and procedures as well as PillPack products and services
--- Monitor and process all help desk assigned tasks on a daily basis
--- Act as primary point of contact for escalated calls by Customer Care Associates, handle escalated calls and follow through until resolution has been met
--- Manage reporting of customer complaints and provide resolution per set SLA's, escalating as appropriate
--- Investigate and report pharmacy errors
--- Learn pharmacy laws and regulations nationwide
--- Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution
--- Maintain confidentiality of all customer information
--- Work autonomously and proactively identify areas in need of improvement
--- Constant collaboration with teammates
--- Customer-centric and commitment to quality
--- Perform other tasks assigned while working in a fast paced environment
BASIC QUALIFICATIONS:
--- High school or equivalent diploma
--- New Hampshire pharmacy technician license or willingness to obtain one
--- 6+ months of relevant experience working with computer and web based tools
--- Experience recognizing and identifying patient medications
--- Ability to work a flexible schedule; some shifts may be outside of traditional working hours
PREFERRED QUALIFICATIONS:
--- Demonstrated ability to work as an effective team member
--- Strong organization skills and attention to detail
--- Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality
SALARY
--- $16.50/hr
SHIFTS
- Monday - Friday 1:30 pm -10:00 pm
- Sunday-Thursday 11:30 am -8:00 pm
- Tuesday-Saturday 11:30 am -8:00 pm

PandoLogic. Keywords: Customer Service Representative, Location: Northwood, NH - 03261

Keywords: Pillpack, New England , Service Desk Associate, Other , Northwood, Northeast

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