Customer Service Representative

2 weeks ago

Thunder Bay, Canada Janzen's Pharmacy Full time

Janzen’s Pharmacy Customer Service Representative must act as a liaison between customers and other team members provide product/services information and resolve any emerging issues that our clients might face with accuracy and efficiency.

The target is to ensure excellent service standards, maintain high customer satisfaction and contribute to the growth and success of Janzen’s Pharmacy.

**Responsibilities**
- Effectively manage large amounts of incoming calls from our customers on issues related to benefit eligibility questions and prescription status inquiries
- Identify issues and communicate solutions and steps to customers with prescription orders and reorders
- Help guide and educate customers on their prescription benefits, use of plan, formulary, premiums and status of orders, and claims or inquiries
- Ask appropriate questions and listen actively to identify any questions or issues while documenting required information
- Escalate drug related calls as appropriate to Pharmacy Assistants or Licensed Pharmacist for resolution
- Operate computerized cash register to conduct sales transactions; handle cash, make change as required and reconcile daily sales
- Build sustainable relationships of trust through open and interactive communication
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Make outbound calls to customers
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Perform miscellaneous job-related duties as assigned.
- Meet the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance
- Manage and maintain will-call area
- Manage waiting customers/buckets
- Adhere to company operating policies and procedures.

**Reports to**
- Cathy Pratola, General Manager

**Requirements**:

- Proven customer support experience
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of customers
- Excellent communication and problem-solving skills
- Ability to multi-task, prioritize, and manage time effectively
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunch breaks are scheduled.
- Ability to work independently and as a team player
- Enjoys working in a fast-paced professional environment

**Job Types**: Full-time, Part-time, Permanent, Casual
Part-time hours: 15-40 per week

**Benefits**:

- On-site parking
- Paid time off
- Store discount
- Vision care

Day range:

- Holidays
- Monday to Friday
- Weekend availability

Shift:

- 10 hour shift
- 12 hour shift
- 4 hour shift
- 8 hour shift
- Day shift

**Experience**:

- Customer service: 1 year (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

Work Location: One location

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