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 the assigned department.
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.
HEALTH, PRESCRIPTION DRUG, DENTAL & VISION
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An Equal Opportunity Employer, including disability/veterans
About Walgreens Boots Alliance
Walgreens Boots Alliance (Nasdaq: WBA) is a global leader in retail pharmacy, impacting millions of lives every day through dispensing medicines, and providing accessible, high-quality care. With more than 170 years of trusted healthcare heritage and innovation in community pharmacy, the company is meeting customers' and patients' needs through its convenient retail locations, digital platforms and health and beauty products.
Including equity method investments, WBA has a presence in more than 25 countries, employs more than 450,000 people and has more than 21,000 stores.
WBA's purpose is to help people across the world lead healthier and happier lives. The company is proud of its contributions to healthy communities, a healthy planet, an inclusive workplace and a sustainable marketplace. WBA is a participant of the United Nations Global Compact and adheres to its principles-based approach to responsible business.
WBA is included in FORTUNE's 2021 list of the World's Most Admired Companies*. This is the 28th consecutive year that WBA or its predecessor company, Walgreen Co., has been named to the list.
More company information is available at www.walgreensbootsalliance.com.
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