Call Center Representative

3 weeks ago

Houston, United States Empower Pharmacy Full time

Position Summary:
The Call Center Representative will be an essential part of our commitment to providing exceptional customer service and ensuring a positive experience for our valued customers. This role will be responsible for handling a high volume of inbound and outbound calls while upholding the highest standards of service quality to our customers by answering questions, handling complaints, and troubleshooting problems with our products to ensure customer satisfaction.

Duties and Responsibilities:

- Handles a large volume of inbound calls daily while upholding the highest standards of service quality to our customers.
- Greets and assists customers in a friendly and professional manner.
- De-escalates calls promptly and professionally.
- Provides information regarding compounding services and products and responds to all inquiries, in a timely manner.
- Identifies customers’ needs, clarifies information, researches every issue, and provides solutions.
- Processes all patient and clinical orders, refunds, and cancellations.
- Takes requests for refills from patients and payments for orders.
- Utilizes internal resources to ensure customer satisfaction.
- Ensures proper transfers to the appropriate departments.
- Follows up with patients requesting updates on orders.
- Performs outbound calls to providers and patients.
- Maintains confidentiality and ensures HIPAA compliance by protecting privacy and security of protected health information (PHI).
- Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to talk and listen. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and stoop, kneel, crouch, or crawl. Vision abilities required by this job include close vision.

Knowledge and Skills:

- Ability to handle customer inquiries and resolve issues with a positive attitude.
- Ability to multi-task and cope with varied levels of workload.
- Basic proficiency with computer systems, databases, and typing.
- Must be able to work in a fast-paced and changing environment.
- Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
- Skill in de-escalating situations and providing satisfactory resolutions.
- Ability to adapt to different customer personalities and situations.

**Key Competencies**
- Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
- Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Resourcefulness: Secures and deploys resources effectively and efficiently.
- Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
- Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Experience and Qualifications:

- High school diploma or GED required. College education preferred.
- 1 year of pharmacy experience or healthcare-related experience preferred.
- Previous experience working in a call center environment preferred.
- Pharmacy Technician license a plus but not required.

**Benefits**:

- **No-Cost Medication**: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
- ** Onsite Health & Wellness - IV Therapy Drips**: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
- ** Comprehensive Medical, Dental, and Vision Options**: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
- ** Telehealth visits**: Access board-certified Doctors anytime, anywhere for you and your family.
- ** Paid & Volunteer Time Off**: Enjoy paid time off for personal pursuits and contribute to cau

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