A Call Center Representative is responsible to serve customers by determining requirements (troubleshoot), answering inquiries, resolving problems, fulfilling requests, and maintaining database information (patient profiles).

Job Duties and Responsibilities include, but are not limited to:

• Answer the telephone in a friendly and efficient manner

• Take a prescription from a patient/customer and verify name, address, telephone number, date of birth, allergies, and insurance information

• Knowledgeable of products carried and services offered

• Process prescription if trained and authorized to do so

• Provide outstanding customer service by being ready and able to answer a high volume of calls

• Assist customers with any questions, concern or requests with the aim of a first call resolution

• Determine customer requirements by verbally communicating effectively

• Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, and escalating unresolved problems when necessary

• Effectively communicate with pharmacy staff any pertinent customer and prescription information, maintain pharmacy logs and records, and check workflow when processing inquiries and special requests

• Seamlessly transfer customers from call center to the appropriate department; relay all relevant information to best serve the customer

• Navigate between viewing computer screens, assisting phone customers, and inputting information

• Follow through problems (trouble tickets) to resolution

• Strive to meet and exceed team averages and personal goals for the number of calls taken per hour, talk time per call and other statistics

• Promote and explain new pharmacy features and services, transfer new prescriptions, retain existing prescriptions, and build a positive relationship with each caller

• Maintain customer profile database by entering information accurately

• Bilingual (English and Spanish) preferred