Specialist, RX Call Center

With direct supervision from a supervisor, the Rx Call Center Specialist provides support and assistance to retail, manufacturing and wholesale clients, as well as Third Party logistics or other organizations regarding their pharmaceutical returns. The incumbent must be detailed-oriented, organized, empathetic, remain calm under pressure and be a creative problem solver.

This hybrid position requires the associate to work from the downtown Winton-Salem office 4 days a week.

• Responsible for professionally answering a large volume of incoming client calls and responding with accurate information
• Create Salesforce cases for all calls and document thoroughly updates and resolutions
• Identify client needs, clarify information, research every issue and provide solutions or alternatives
• De-escalate any calls from dissatisfied clients
• Assist in guiding clients through our web applications and assist in troubleshooting when needed
• Create access for our web applications
• Identify and elevate priority issues to management
• Route callers to the appropriate resource

• Performs other duties as assigned
• Complies with all policies and standards

• Associate’s Associate Degree required
• 1‑3 years of related work experience working directly with clients in a call center or customer service environment
• Proficient with Google Suite and Microsoft Office
• Proficient with Salesforce
• Knowledge of call center telephony and technology

The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Regularly

Rarely:
Job requires this activity up to 25% of the time
Occasionally:
Job requires this activity between 25% - 50% of the time
Frequently:
Job requires this activity between 50% - 75% of the time
Constantly:
Job requires this activity more than 75% of the time

• Problem Solving: Completes routine and repetitive tasks where tasks are straightforward.
• Effective Execution: Demonstrates support for innovation and organizational changes needed to improve effectiveness and efficiency.
• Establish Focus: Communicates at a high level and is able to negotiate on a broad spectrum of matters.
• Analytical and Critical Thinking: Communicates using persuasion and authority.
• Collaboration: Creates internal alliances outside the immediate team or department.
• Communication: Contributes to strategy for their team.

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by…