As a Customer Service Associate, you will play an essential role in empowering our customers to take their medications correctly and achieve better overall wellness. Our pharmacy features a casual dress code in a nonretail facing environment.



Key job responsibilities
● Answer incoming telephone calls from Customer Care associates on a daily basis and maintain metrics as assigned
● Make outbound calls including for a variety of purposes. Including situations deemed urgent by clinical pharmacist team
● Assist clinical pharmacist team with outgoing MD, pharmacy, and/or customer calls
● Assist Customer Care Associates by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge
● Complete tickets to support Customer Care Team and Clinical RPh team
● Maintain advanced understanding of all Amazon Pharmacy’s policies and procedures as well as Amazon Pharmacy products and services
● Monitor and process all help desk assigned tasks on a daily basis
● Act as primary point of contact for escalated calls by Customer Care Associates, handle escalated calls and follow through until resolution has been met
● Manage reporting of customer complaints and provide resolution per set SLA’s, escalating as appropriate
● Investigate and report pharmacy errors
● Learn pharmacy laws and regulations nationwide
● Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution
● Maintain confidentiality of all customer information
● Work autonomously and proactively identify areas in need of improvement
● Constant collaboration with teammates
● Customer-centric and commitment to quality
● Work a flexible schedule - shifts will possibly start and end outside of normal business hours
● Perform other tasks assigned while working in a fast paced environment