Customer Care Specialist

Job ID JR0129591

Category Customer Service, Customer Service & Relations

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Reporting to the Supervisor of National Customer Care, the Customer Care Specialist provides courteous, quality service to retail pharmacies located throughout Canada. You are the first point of contact for pharmacists. You will be responsible for building rapport and assisting customers with their product orders, answering questions and providing prompt resolution to any potential concerns, while ensuring our customers have a positive experience with McKesson Canada.

**Responsibilities**:

- High level of phone confidence & professionalism in all modes of communication with internal or external customers
- Accurately handle complex customer service requests as the initial point of contact, utilizing multiple administrative systems within the defined service standards
- Analytical and problem-solving skills assuming responsibility and taking ownership until resolution achieved.
- Organizational/prioritization skills to be able to work in a multitasking environment.
- Ability to manage multiple levels from low to high priority tasks ensuring all deadlines are met.
- Learning style that can adapt quickly to meet the needs of the business.
- Commitment to achieve high levels of service excellence and ability to work independently or within a team.
- Ability to embrace continuous learning and customer service expectations in an environment that is constantly changing.
- Experience with Word, Excel, Salesforce CRM and IBM’s AS/400 is an asset along with keyboarding skills.
- Ability to diagnose and resolve technical issues with operating systems, Internet browsers, and our customer internet-based system.

**Position Requirements**
- Post-secondary education (college, university) an asset
- A minimum of 3-5 years of customer service contact centre experience
- Retail pharmacy or Pharmaceutical service experience an asset
- Experience with Live Chat or SMS channel support an asset
- Customer-centered and empathetic approach with every interaction (online, on phone, in chat)
- Experience with Word, Excel, Salesforce CRM and IBM’s AS/400 is an asset along with keyboarding skills
- Independent decision-making skills
- Able to work in a multitasking environment to meet set deadlines
- Strong conflict resolution skills
- Commitment to achieve high levels of service excellence and ability to work independently or within a team
- Organizational/prioritization skills to be able to work in a multitasking environment
- Availability to cover hours of operation

**Additional Information**
- Customer Care operational hours are:

- Sunday 12:00 pm - 8:00 pm EST; Monday to Friday 8:30 am - 11:00 pm EST
- Sunday shift may be required.
- Full-Time position with potential of rotational start times within our hours of operation - flexibility required to work shifts within the hours of operation
- Hybrid

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

**Our Base Pay Range for this position**

$49,500 - $82,500
McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson