[Remote] Specialist I Centralized Services WAH

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Note: The job is a remote job and is open to candidates in USA. Walgreens is a leading pharmacy and healthcare service provider serving nearly 9 million customers daily. The Specialist I in Centralized Services is responsible for managing a high volume of inbound and outbound calls, ensuring efficient service and resolution of customer inquiries.


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

Skills

  • 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
  • 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

Company Overview

  • Walgreens is a pharmacy, health, and wellness service center that offers trained infusion nurses and pharmacists to treat patients. It is a sub-organization of Walgreens Boots Alliance. It was founded in 1901, and is headquartered in Deerfield, Illinois, USA, with a workforce of 10001+ employees. Its website is

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