Customer Support Technician

As a Special Process Technician you will act as one of Wedgewood’s primary interfaces with existing and potential customers and responsible for ensuring that customers receive the maximum benefit from Wedgewood’s products and services. The goal is to facilitate customer requests that present a variable from the normal Customer Care processes. These exceptions can arise for a variety of reasons, that include but are not limited to, regulatory parameters, Rx evaluations, payment methods or technical services requirements.

Essential Functions:

• Quickly understand and analyze customer needs.
• Take ownership of any follow-up work necessary to service customer and ensure that nothing slips through the cracks. Including outbound notification, follow up calls, or e-mails and sales order changes
• Consistently meet and strive to exceed performance standards and scorecard metrics as set by department
• Use a variety of computer software and applications to properly diagnose and service customer’s accounts.
• Speak knowledgably and educate customers and prospects about Wedgewood’s products, preparations and services; cross sell and up sell related products when appropriate.
• Listen actively and establish rapport.
• Adhere to compliance and HIPPA regulations as well as Wedgewood security policies.
• Contribute ideas and recommendations for improvements to the department and company.

Required Credentials:

• 6 months experience in Wedgewood’s Customer Care department as a Customer Care Specialist or a Data Entry Specialist with an excellent performance and attendance record.
• Learns quickly and enjoys the challenge of unfamiliar tasks; quickly grasps the essence and underlying structure of Customer Care procedures.
• Pays strict attention to detail, understands importance of accuracy and responsiveness.
• Very good organization and work prioritization skills.
• Excellent oral communications skills (grammar, positive tone, active listening, etiquette, empathy, confidence) and written skills (spelling, logical thought processes, sentence construction, and appropriate word choice).
• Is relationship focused with an exemplary positive and professional attitude
• Intelligent, self-motivated, quick learner.
• Displays accountability with a strong work ethic
• Strong PC and internet skills.
• Multi-lingual, Spanish speaking a plus.
• Must be registered as a pharmacy technician in accordance with your facility’s state.

There will be multiple shifts that range between 8 am and 9pm M-F and rotating Saturdays