Specialist I Centralized Services WAH

Walgreens; Deerfield (IL); On-site; USD 21,000 - 28,000; Full time

Job summary

Walgreens is seeking a customer service professional to handle a high volume of inbound and outbound calls with customers, physician offices, patients or third party providers, following standard SOPs and procedures, under supervision. You will log inquiries in a computer system, coordinate with other teams, and respond with timeliness and courtesy.

Fluency in Spanish and English is preferred; prior call center or healthcare experience is a plus. Salary ranges from $15 to $20 per hour.

Qualifications

• High School Diploma or GED.
• 25 WPM keyboarding and touch typing with formatting documents.
• Basic PC skills: start/shut down, use mouse, save/print, access information online.
• Basic search engine skills: navigate URLs, use search, bookmark sites.
• Communicate effectively in writing and verbally.

Responsibilities

• Resolves routine questions and problems from customers and providers following guidelines.
• Logs and tracks inquiries in computer systems; documents interactions and actions taken.
• Coordinates with other departments; escalates unresolved issues as needed.
• Contacts customers and providers to respond to inquiries or inform about investigation results.
• Handles inquiries for one or more lines of business.

Skills

Typing speed 25 WPM

Typing speed 35+ WPM (preferred)

Basic computer skills

Internet search skills

Written and verbal communication

Spanish and English bilingual

Education

High School Diploma or GED

Job description

Job Summary

Responsible for a high volume of inbound and outbound calls with customers, physician offices, patients or third party providers about the company’s products or services following standard SOPs and procedures, working under direct supervision. Ensures all contacts receive efficient and courteous service. Duties may vary based on assigned department.

Job Responsibilities

• Resolves routine, general questions and problems submitted by customers, physician offices, patients and third party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.
• Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents contact interactions, records details, complaints, comments and actions taken.
• Coordinates with other functional areas as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
• Contacts customers, physician's office, patient or third party vendor to respond to inquiries or to notify them of investigation results and planned adjustments.
• Handles inquiries for one or more lines of business.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

#VHDEI

Basic Qualifications

• High School Diploma or GED.
• Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
• Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line).
• Basic Search Engines skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.
• Communicate effectively in writing and verbally.

Preferred Qualifications

• At least 1 year of customer service experience in centralized services or call center environment.
• Experience in Retail or healthcare.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
• Intermediate level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
• Fluency in Spanish and English.

We will consider employment of qualified applicants with arrest and conviction records.

The Salary below is being provided to promote pay transparency and equal employment opportunities at Walgreens. The actual hourly salary within this range that you will be offered will depend on a variety of factors including geography, skills and abilities, education, experience and other relevant factors. This role will remain open until filled.

Salary Range: $15 - $20 / Hourly