Resolution Center – Remote Call Center Specialist

Job ID 1625963BR

Apply Save job

Job Summary

Responsible for a high volume of inbound and outbound calls with customers, physician offices, patients or third party providers about the company’s products or services following standard SOPs and procedures, working under direct supervision. Ensures all contacts receive efficient and courteous service. Duties may vary based on assigned department.

Job Responsibilities

• Resolves routine, general questions and problems submitted by customers, physician offices, patients and third party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.
• Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents contact interactions, records details, complaints, comments and actions taken.
• Coordinates with other functional areas as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
• Contacts customers, physician’s office, patient or third party vendor to respond to inquiries or to notify them of investigation results and planned adjustments.
• Handles inquiries for one or more lines of business.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni-channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients’ care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.

The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at www.walgreensbootsalliance.com

Basic Qualifications

• High School Diploma or GED.
• Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
• Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
• Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
• Communicate effectively in writing and verbally.

Preferred Qualifications

• At least 1 year of customer service experience in centralized services or call center environment.
• Experience in Retail or healthcare.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Intermediate level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
• Fluency in Spanish and English.

We will consider employment of qualified applicants with arrest and conviction records.

Salary Range: $15 – $20 / Hourly

Apply Save job

Read Full Description