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.
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 or ability to obtain a Pharmacy Technician
License through the State Board of Pharmacy within 30 days of start date (Reimbursement assistance
provided). Additional licenses may be required if domicile state differs from state of employment.
High school or equivalent diploma
PREFERRED QUALIFICATIONS
National Pharmacy Technician Certification (PTCB or NHA)
Experience recognizing and identifying patient medications
Demonstrated ability to work as an effective team member
Strong organization skills and attention to detail
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
