Description

As 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.

Key job 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 Amazon Pharmacy’s policies and

procedures as well as Amazon Pharmacy 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
Work a flexible schedule - shifts will possibly start and end outside of normal

business hours

Perform other tasks assigned while working in a fast-paced environment

Basic Qualifications

Active and unrestricted in-state Board of Pharmacy License (This includes Pharmacy

Technician, Trainee, and Assistant Licenses)

High school or equivalent diploma

Preferred Qualifications

National Pharmacy Technician Certification (PTCB or NHA)
Demonstrated ability to work as an effective team member
Strong organization skills and attention to detail
Experience recognizing and identifying patient medications
6+ months of relevant experience working with computer and web based tools
Experience working under pressure in a fast-paced work environment while consistently

meeting standards for productivity and quality

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Company - PillPack, LLC

Job ID: A2671174

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