CSR – Quality Assurance

Are you a problem solver? Come join J&B's Customer Service QA Team!!

The Customer Service Representative – Quality Assurance is responsible for researching why orders were held, then taking next steps to resolve.

• Reviews orders that were held and conducts research to discover cause.
• If an order is held because it requires a new prescription, then the request goes to Prescription Renewal Team for resolution.
• Other reasons may include a need for Prior Authorization, need for an AOB, the customer may be deceased or in a nursing home, or other discrepancy.
• In some cases, resolution may be tasked to another team. In other instances, the QA team can resolve, and the order may be released.
• Notifies IT if the issue was a system setting, so they can correct.
• Notes comments or other relevant information into system.
• Inform Team Support or Sr. Team Leader if there are unusual issues or matters requiring her attention or intervention.
• Make suggestions and assists with projects as able.
• Submit reports to leaders as requested.

The Customer Service Representative has no supervisory responsibilities.

This is a full-time position, with a regular 40-hour work schedule of 8:00 am to 5:00 pm. At times, overtime may be required.

• 2+ years of experience in a fast-paced customer service role requiring good judgment and problem solving skills.
• High school diploma or GED

All other duties as assigned by management. Please note this job description is not designed to cover or