Web Customer Support Specialist provides technical support and coordination with the help desk to solve user issues with websites and web interfaces. Interacts with customers and troubleshoots problems to determine the root cause and to provide the right solution. Being a Web Customer Support Specialist maintains and uses a product and knowledge database of known issues and standard solutions to provide fast responses and high customer satisfaction. Typically requires a bachelor's degree or equivalent. Additionally, Web Customer Support Specialist typically reports to a supervisor or manager. The Web Customer Support Specialist occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Web Customer Support Specialist typically requires 2 -4 years of related experience. (Copyright 2024 Salary.com)
PURPOSE OF THE ROLE
The Customer Support Representative is responsible for supporting the pharmacy and member help desk call center function of the company in accordance with Script Care, Ltd. policies and procedures. This position will be responsible for providing timely, knowledgeable and courteous resolution and responses to pharmacy, member and product related inquires. This role requires the maintenance of exceptional professionalism and customer service standards that Script Care, Ltd. has attained within the pharmacy benefit management industry. The Customer Support Representative will report directly to the Customer Support Manager.
KEY TASKS AND RESPONSIBILTIES
• Work with Customer Support Manager to set goals and objectives
• Handle inbound calls regarding plan inquires and documentation regarding pharmacy issues from members, clients, providers, pharmacies, and other inquiries
• Provide timely responses to routine inquiries on multiple products from members, providers, pharmacies, and employer groups
• Enter data accurately and timely into industry software
• Adheres to confidentiality, state, federal and HIPPA laws and guidelines regarding patient information; including internal and external correspondence
• Ensure that customer service performance standards and guarantees are met
• Utilize various company databases to access member information
• Abide by all rules, regulations and policies set forth by SCL
• Assist and support other duties as determined by the Customer Support Manager and the Quality Assurance Director
QUALIFICATIONS
• High school diploma or equivalent; college degree preferred
• Customer service and inbound call center experience required
• Pharmacy Technician certification helpful
PROFESSIONAL SKILLS, EXPERIENCES AND COMPETENCIES
• Proficient in Microsoft Office suite and industry related software programs
• Proven ability to build relationships; must be service oriented
• Excellent verbal and written communication skills, internally and externally
• Pharmacy and/or Healthcare experience preferred, especially in a call center setting
• Demonstrated ability to analyze situations and resolve issues in a timely manner
• Able to work independently and collaboratively with other SCL personnel
• Bilingual in Spanish/English advantageous
• Must be able to work flexible hours pursuant with industry demand
• High attention to detail and able to work in a fast-paced environment
IN-OFFICE POSITION
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