Sr. Customer Service Specialist @ McKesson

Job Information

Job Description:

  • Enters Assigned Customer Orders received via phone, email, or fax.
  • Tracks and provides status updates on all orders placed by their assigned book of business.
  • Monitors assigned email to case Salesforce Queues.
  • Ensures that the assigned queues are worked on a regular basis.
  • Monitors and responds to emails as needed through Salesforce.
  • Answer phones and assists customer with concerns as needed.
  • Assist customers with order requests, returns, credits and re-bill process initiation and general product inquires.
  • Research and answer shipping and delivery questions.
  • Directs customer to proper departments when issues are outside of their assigned scope of business.
  • Collaborates closely with the customer to identify trends and concerns to be proactive in resolution.
  • Serves as a subject matter expert on their individual book of business.
  • Assists with the live chat feature on Customer Center.
  • Works directly with the customers as a liaison for the Network Organization for the assigned customers to provide the best possible service.Responsible for back office updating for the assigned customer base.
  • Master Data Case opens for account updates and changes.
  • Assist with Onboarding of child site and new customers to the Network.
  • Customer Center Credentialing
  • Customer Center Training for assigned customers.
  • Completes ongoing training as assigned.
  • Completes assigned CCCE courses in a timely manner.
  • Participates as an active member of assigned team.
  • Attends all team meetings.
  • Prepares for monthly 1:1’s with supervisor/manager.

Qualifications & Competencies

  • High School Diploma / College Degree Preferred
  • 1 year of Physicians Services Experience Preferred
  • ComplexProblem-SolvingSkills
  • Resourceful and creative in identifying ways to service the customer.
  • Functional Networking to improve the customer experience.
  • Ability to work within given Schedule Adherence tolerances.
  • Strong Computer and Keyboarding Skills
  • Microsoft Office Skills
  • Basic Excel Skills
  • Works Well in a Team Driven Environment
  • Well Spoken and a Clear Communicator both by phone and email
  • Possesses McKesson Business Savvy
  • Heightened Sense of Urgency

Experience Level: Senior
Work From: Onsite

Company Information

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