Description

Apothecare Pharmacy, LLC is one of the region’s largest independently owned pharmacy providers, servicing patients throughout the Commonwealth of Massachusetts and expanding into neighboring states from our location in Brockton, MA. Utilizing state-of-the-art automated medication packaging technology and hosting an innovative postdoctoral fellowship program, we are a rapidly growing organization with a perpetual focus on the highest quality pharmaceutical care. We take pride in servicing the unique needs of our patient population which includes group homes, hospice, assisted living facilities, and independently living seniors. To learn more about the services we provide, please visit www.apothecareinc.com.

We are looking for customer-oriented contact center representatives. A contact center representative will act as a liaison, provide product/services information, and resolve emerging problems that our customers might face with accuracy and efficiency. The best contact center representatives are genuinely excited to help customers--with patience, empathy, and precise communication. Contact center representatives can put themselves in the customers’ shoes and advocate for them when necessary. Problem-solving comes naturally to contact center representatives. They are confident at troubleshooting and investigate if they don’t have enough information to resolve customer query. The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Manage a high volume of incoming calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Rotate staffing in a low-volume reception area

Requirements

Skills

• Proven contact center support experience or experience as a client service representative
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of customers
• Excellent communication skills
• Ability to follow documented processes
• Ability to multi-task, prioritize, and manage time effectively
• High school degree

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Evening shift
• Holidays
• Monday to Friday
• Weekend availability