Work at Home Call Center Specialist

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Responsibilities

Pay for this position starts at a base rate of $13.00 per hour and will increase to $14.00 per hour after 90 days of service.

Job Summary


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

This is a work at home position. To be eligible for this role you will be required to have an active home phone line (cell and VOIP not supported) and high-speed internet connection (DSL and Satellite not supported) at the time of your application. These utilities will not be reimbursed by Walgreens.

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.

• Responsible for a high volume of inbound calls (7) days a week from customers, patients, team members and other individuals for inquiries, praises or issues/concerns about company's products, policies or services following standard SOPs multiple systems and procedures, working under virtual supervision. Ensures all contacts receive exceptional customer service via skills such as empathy, caring, and courteous as well as being efficient in time management, documentation and grammar. Cross-trained on multiple lines of business as duties may vary based on assigned department and common contacts.

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.
  • The following locations are not eligible for this opportunity: Washington, California, Massachusetts, DC, Alaska, Hawaii, Puerto Rico, New York and Chicago, IL.


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.
The following information is applicable to Colorado only, in accordance with the Colorado Pay Equity Act. In Colorado, an employee in this position can expect a salary/hourly rate between $13.00 and $17.00 plus bonus pursuant to the terms of any bonus plan, if applicable will depend on experience, seniority, geographic locations, and other factors permitted by law. To review benefits, please click here . Walgreens will provide applicants in other states with information related to the positions, to the extent required by state or local law, by calling 1-866-967-5492.

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