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| Pharmacy Call Center-Customer Service Representative / FLD3366 |
Position Description:
Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
Choose "Apply-Customer Service" to fill out and submit an online application.
Primary Duties and Responsibilities:
Customer Service
• Answers calls in a courteous and professional manner with appropriate greeting
• Assists patients/callers with non-clinical questions and requests
• Requests additional support or escalates calls as needed to maximize caller satisfaction
• Maintains patient/caller confidentiality according to HIPAA and company standards
Operations
• Functions as primary resource in handling routine questions from patients/callers
• Ensures quality assurance standards are maintained at all times
• Accesses, inputs and retrieves information in the computer application
• Interprets a variety of instructions based on computer application such as status checks and general questions from the patient/caller
• Verifies and/or updates patient demographic information
• Processes refill requests from patients/caller
• Participates in required call center operational meetings
• Complies with all federal and state laws, rules and regulations
• Complies with CVS policy and procedures at all times
• Performs all other duties as assigned
Environmental Characteristics of a Call Center:
• Customer Service Representatives sit for the majority of the day
• Customer Service Representatives work within their assigned cubicle for the majority of the day
• Call volume is high. There is little to no time between calls
• There are high levels of structure for schedule adherence and attendance is tracked and managed
• Meals are scheduled in accordance with call volume and workflow
Performance Standards of a Call Center:
• Performance standards are identified and measured regularly
• A metrics based performance management tool is utilized
Qualifications:
Requirements:
-1 -3 yrs Customer Service experience required
-Excellent communication skills, including a strong command of the English language and the ability to clearly articulate instructions/directions over the telephone
-Previous call center experience preferred
-Proficient to advanced PC skills required - MS Window based applications
-Flexibility in work schedule is required
-Ability to complete all required training programs required
Candidates who would like to be considered for the opportunities must also apply online at: Pharmacy Call Center, Woonsocket, RI
Choose "Apply-Customer Service" to fill out and submit an online application.
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LOCATION:
Woonsocket, RI 02895
STATUS:
Full Time, Employee
JOB CATEGORY:
Customer Support/Client Care
CAREER LEVEL:
Entry Level
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