Pharmacy Customer Service Associate

Walgreens; Santa Clara (CA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience Representative to enhance customer satisfaction through exceptional service. In this role, you will engage with customers, assist them with product inquiries, and ensure smooth pharmacy operations. Your ability to model best practices and maintain a positive atmosphere will be crucial. The ideal candidate will be flexible with hours and committed to ongoing training and development. Join this dynamic team and make a significant impact on customer experiences in a supportive environment.

Qualifications

• Must maintain PTCB certification and complete continuing education.
• Fluency in English is required.

Responsibilities

• Engages customers and resolves issues to ensure a positive experience.
• Supports pharmacy operations and manages web pick-up orders.

Skills

Customer Service

Communication Skills

Problem Solving

Inventory Management

Education

High School Diploma

PTCB Certification

Tools

Pharmacy Systems

Cash Register

Job description

Customer Experience

• Engages customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience.
• Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.).

Operations

• Provides customers with courteous, friendly, fast, and efficient service.
• Recommends items for sale to customers and suggests trade-up and/or companion items.
• Registers customer purchases on the assigned cash register, collects cash, and distributes change as requested; processes voids, returns, rain checks, refunds, and exchanges as needed. Assists customers in locating products in the OTC aisle.
• Keeps counters and shelves clean and well merchandised, takes inventory, and maintains records. Checks in and prices merchandise as directed by the store or shift manager.
• Supports pharmacy operations by entering patient and drug information into pharmacy systems, filling prescriptions, verifying medicines, and assisting pharmacists with scheduling and workflow management.
• Reports prescription errors immediately to the pharmacist and adheres to company policies regarding pharmacy errors and quality improvement programs.
• Follows all policies regarding Good Faith Dispensing during prescription activities.
• Handles non-urgent telephone calls, including those to physicians.
• Processes manual claims for third-party prescription services and performs clerical duties as assigned.
• Supports inventory management activities, including ordering, unpacking, and storing pharmaceuticals, and maintains knowledge of asset protection techniques.
• Ensures compliance with laws on regulated products such as alcohol and tobacco.
• Constructs and maintains displays, completes resets, and manages product placement.
• Assists with food product separation and stock rotation, following policies and procedures.
• Maintains knowledge of store systems and equipment.
• Provides customer service in the photo area, including passport photos, poster prints, and promotional products.
• Manages web pick-up orders, including monitoring, filling, and delivering orders.
• Supports store cleanliness and appearance, and maintains respectful relationships with coworkers.
• Performs additional tasks and special assignments as required.

Training & Personal Development

• Maintains PTCB certification and/or state certification/registration.
• Attends training, completes continuing education, and stays updated on healthcare and pharmacy developments.

• Must be fluent in reading, writing, and speaking English (except in Puerto Rico).
• Willing to work flexible hours, including evenings and weekends.