Call Center​/Customer Service Specialist

Position: Call Center / Customer Service Specialist 5
Job description:

Call Center / Customer Service Specialist 5 (Coordinator role)

* Physical Location requirements? Deerfield,IL 4 days per week

* Could this role convert to FTE? After 6 months using temp resources, we will re-evaluate the possible extension of these roles or possibly permanent roles.

* Timeline for hiring:
Within the next month.

* Interview process:
For the Coordinator role, one round of interviews with myself and one FTE that is in a Coordinator role under me currently. For the Manager role, most likely 2 rounds, first with me and then possibly with my GVP. However, she may be ok with me just doing one round.
SUMMARY:

• The Customer Injury Care Advocate (CICA) manages all incidents that involve alleged customer injury,customer property damage, or an external pharmacy event at Walgreens stores across the country. They communicate directly with customers, as well as internal and external business partners to gather details
• involving the case, determine if escalation is needed, and provide exceptional customer service.
• The CICA individually evaluates each case and manages the documentation of all incident details. They develop, update, and manage the interaction process from beginning to end, provide training feedback when needed, and are responsible for delivering business outcomes to the field and other leadership.
• Provides support, direction, and documentation to assist in prioritization and managing potential claims and provide a cost-effective outcome by focusing on the customer and patient-targeted programs.
• Responsible for communicating program updates and opportunities to store management and field leadership.
• Must be a team player and have flexible availability due to the business demands of the field and volume.
• Manages and adapts through changing programs and regulations according to exposure and risk including adapting and implementing ever-changing pandemic guidelines.
• Collaborates with the centralized services call center to train the intake agents on the Liability Intake Program providing them the knowledge and tools to take the field calls and document accurately.

RESPONSIBILITIES:

• Take ownership and manage each incident called into the centralized services call center. Must effectively communicate with customers as well as internal/external team members to document interactions and next steps.
• Acts on a case-by-case basis to improve customer and patient experience. Works with the customer and patient and collaborates with internal stakeholders in managing the intake ofclaims/liability inquiries about services including sending information of high exposure criticalcases to proper high-level leadership for time management.
• Uses internal database to document, track and provide reporting on alleged claims and liabilities communicated by customers, patients, or retail leadership. Follows up with customers, patients,retail leadership, and internal/external business partners on the status of action items. Maintains/updates case records inthe internal database with current and accurate information on status and tasks completed.
• Create, manage, and analyze monthly, weekly, and daily reports to provide feedback on the status of the liability intake program to field leadership.to the customer and program performance. Also reports on case outcomes to the field, retailleadership, and internal business partners. Analyzes, and delivers potential resolution. Showscontinued support to field leadership by providing ongoing and timely feedback.alleged liability claim is resolved.handle
  
  druggist liability cases (alleged harm only)

EDUCATION:

• High School Graduate/GED and at least 2 yrs experience in customer serv.