Customer Service Specialist @ McKesson

Job Information

Job Description:

Responsible for handling inbound calls from pharmacies, vendors, pharmaceutical sales, and insurance company inquiries, which involves researching and resolving issues of non-technical nature. This includes documentation calls, communicating new product service offerings, and escalating critical complex issues to the next level of support. Calls are handled with accuracy while meeting department and individual performance goals. Integrate and practice the McKesson Shares Principles of Integrity, Customer Centered, Accountability, Respect, and Excellence (ICARE).

Schedule: Must be flexible to work any shift during operational hours of Monday – Friday 7:00 am – 7:00 pm CST.

On-Site Team Training:

  • Training is conducted on-site at our Lavergne, TN office: 401 Mason Rd.
  • Training consists of classroom and on-the-job training.
  • For this training class, our in-office training window will begin June 17.

Hybrid Work from Home:

As new team members complete their onsite training; each person completes a formal review before being approved to move their workspace home. You must maintain reliable internet connectivity. Also, you must live within a commutable distance of no more than 2.5 hours from your office of destination, Lavergne, TN.

Once a team member is working from home, there may be meetings, additional specialized training, or team events that will require coming into the office.

Key Responsibilities:

  • Accept inbound calls and handle customer requests
  • Meet all departmental goals including schedule adherence, average handle time, attendance, and quality monitoring
  • Communicate effectively with Internal and External customers
  • Troubleshoot customer issues, which may involve research, knowledge of products or services, or procedures or regulations to resolve the problem
  • Document issue in the call tracking system
  • Assist other team members to resolve and satisfy customer service issues as they relate to the following products/services: Easy Claim, First Call, Scriptline, Serono, RxSafety Advisor, eClaims, added-value services, AFT, Pre and Post Editing, ePrescribing, and any other future service offers
  • Participate in special date entry duties when assigned by a supervisor.

Minimum Requirements:

  • Typically requires 3+ years of related experience

Preferred Qualifications:

  • At least 2 years of customer service experience, preferably in a call center
  • Knowledge of SAP
  • Pharmacy Tech experience
  • HS Diploma/GED

 Critical Skills:

  • Proficient in MS Office Suite
  • 0-1 year in experience with Sisco software systems
  • Organized and detail-oriented
  • Positive attitude
  • Excellent attendance record
  • Strong schedule adherence
  • Multitasking abilities
  • High levels of engagement
  • Time management skills

Physical Requirements

  • General Office Demands

Experience Level: Junior/Associate
Work From: Onsite

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