Virtual Location - Arizona

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 environmentBASIC QUALIFICATIONSActive and unrestricted in-state Board of Pharmacy License or ability to obtain a Pharmacy TechnicianLicense through the State Board of Pharmacy within 30 days of start date (Reimbursement assistanceprovided). Additional licenses may be required if domicile state differs from state of employment.● High school or equivalent diploma ...