Customer Service Representative

Customer Service Representative Job Locations: US-NY-UNIONDALE Position ID: 2025-178139 Line of Business: PharMerica Position Type: Full-Time Pay Min: USD $18.00/Hr. Pay Max: USD $18.75/Hr. Overview To serve as the initial point of contact for PharMerica IT's End Users. Provides support on a variety of issues by responding to telephone calls, email, self?service tickets and associate requests for first tier PC, server, mainframe applications, or hardware related technical support. Monday-Friday 10:30am-6:00pm Responsibilities Provide front?line support for all PC desktop technology and host computer systems. Serve customers/callers with timely, friendly and quality support. Offer personal computer troubleshooting and defined resolution support. Prioritize and analyze customer's requests. Work with PharMerica Employees and External Customers by answering phone calls, emails and self?service tickets routed in a queue system in a timely manner. Ensure compliance with Service Level Agreements established by management. Assign help desk cases to the appropriate support group as defined in the IT Service Level Agreement escalation procedures. Follow up with support staff and with customer to ensure timely and satisfactory issue resolution. Log and track all calls, emails or faxes using the Help Desk automated software management tool thereby maintaining historical reports on individuals and issues. Maintain the integrity of the data within the Service Management tool by accurately documenting all support efforts within the tickets. Tickets are required to be documented real?time with accurate categorization, prioritization, spelling and grammar. Communicate system problems/downtime to team members in a timely manner. Maintain compliance with Help Desk work instructions, processes and procedures. Adhere to the Help Desk Attendance Policy to ensure proper coverage for end?user support. The Service Desk supports corporate PharMerica employees, pharmacy employees and home/hospital employees. Perform other tasks as assigned. Conduct job responsibilities in accordance with the standards set out in the Companys Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards. Perform essential duties satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications Education/Learning Experience Required: HS Diploma or GED; Technical School. Desired: Associate degree or equivalent experience. Work Experience Required: 2 years customer service experience, 2 years technical problem?solving skills. Desired: Working knowledge of ITIL & Service Desk/Call tracking software, leadership experience. Skills/Knowledge Required: Service and Operational Level Agreement understanding (SLA and OLA). Desired: Service Desk Call Tracking and Reporting. Licenses/Certifications Desired: A+ Certification, MCSE certification, HDI Certified Help Desk Agent Certification. Behavior Competencies Required: Customer Service Orientation, Excellent communication skills, Proven troubleshooting and problem solving. Desired: Self?motivated for continuous learning and personal growth to advance to Level?II and?III positions. Job Grade Competencies & Behaviors Manager On Duty Rotation, Critical Ticket Ownership, Knowledge Base Contributions, Customer Communications, Mentoring & Knowledge Transfer, Provides Level I Guidance. About our Line of Business PharMerica, an affiliate of BrightSpring Health Services, is a full?service pharmacy solution providing value beyond medication. PharMerica is the long?term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations, and post?acute care organizations. PharMerica is one of the nations largest pharmacy companies, offering unmatched company culture, employee development, and advancement opportunities. For more information, please visit www.pharmerica.com. Follow us on Facebook, LinkedIn, and X. Salary Range USD $18.00 - $18.75 / Hour #J-18808-Ljbffr