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<\/a><\/p>\nAs a Customer Service Associate, you will play an essential role in empowering our customers to take their medications correctly and achieve better overall wellness. Our pharmacy features a casual dress code in a nonretail facing environment. An active, in-state pharmacy technician license is required to be considered.<\/p>\n
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Key job responsibilities<\/p>\n
\u2022 Answer incoming telephone calls from Customer Care associates on a daily basis and maintain metrics as assigned<\/p>\n
\u2022 Make outbound calls including for a variety of purposes. Including situations deemed urgent by clinical pharmacist team<\/p>\n
\u2022 Assist clinical pharmacist team with outgoing MD, pharmacy, and\/or customer calls<\/p>\n
\u2022 Assist Customer Care Associates by providing guidance and feedback utilizing\u00a0 consultative approach to continually develop staff knowledge<\/p>\n
\u2022 Complete tickets to support Customer Care Team and Clinical RPh team<\/p>\n
\u2022 Maintain advanced understanding of all Amazon Pharmacy’s policies and procedures as well as Amazon Pharmacy products and services<\/p>\n
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\u2022 Monitor and process all help desk assigned tasks daily<\/p>\n
\u2022 Act as primary point of contact for escalated calls by Customer Care Associates, handle escalated calls and follow through until resolution has been met<\/p>\n
\u2022 Manage reporting of customer complaints and provide resolution per set SLA’s, escalating as appropriate<\/p>\n
\u2022 Investigate and report pharmacy errors<\/p>\n
\u2022 Learn pharmacy laws and regulations nationwide<\/p>\n
\u2022 Serve as a point of contact for any system or technology\/software outages and notify all appropriate parties for resolution<\/p>\n
\u2022 Maintain confidentiality of all customer information<\/p>\n
\u2022 Work autonomously and proactively identify areas in need of improvement<\/p>\n
\u2022 Constant collaboration with teammates<\/p>\n
\u2022 Customer-centric and commitment to quality<\/p>\n
\u2022 Work a flexible schedule – shifts will possibly start and end outside of normal business hours<\/p>\n
\u2022 Perform other tasks assigned while working in a fast-paced environment<\/p>\n
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BASIC QUALIFICATIONS<\/b><\/p>\n
\u2022 Active and unrestricted in-state Board of Pharmacy License (This includes Pharmacy<\/p>\n
Technician, Trainee, and Assistant Licenses)<\/p>\n
\u2022 High school or equivalent diploma<\/p>\n
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PREFERRED QUALIFICATIONS<\/b><\/p>\n
\u2022 National Pharmacy Technician Certification (PTCB or NHA)<\/p>\n
\u2022 Demonstrated ability to work as an effective team member<\/p>\n
\u2022 Strong organization skills and attention to detail<\/p>\n
\u2022 Experience recognizing and identifying patient medications<\/p>\n
\u2022 6+ months of relevant experience working with computer and web based tools<\/p>\n
\u2022 Experience working under pressure in a fast-paced work environment while consistently<\/p>\n