Customer Service Associate

Manchester, NH -PMH1
Pharmacy
Full-time
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. Successful candidates will be required to pass a pre-employment drug test.

Core Responsibilities:

    • 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
    • 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
    • Work a flexible schedule - shifts will possibly start and end outside of normal business hours including weekends

Basic Qualifications:

    • High school or equivalent diploma
    • National Pharmacy Technician Certification (PTCB) or State Registration or a Trainee certificate
    • 6+ months of relevant experience working with computer and web based tools
    • Experience recognizing and identifying patient medications

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

    • Registered Pharmacy Technician $15.00/hr
    • Certified Pharmacy Technician $16.50/hr
    • * earn additional $2 per hour today - 4/30/2020!

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

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.