Job Description
- Must be able to obtain New Hampshire Board of Pharmacy Technician on Day 1 of hire. (See https://www.oplc.nh.gov/board-pharmacy for more details) - AMAZON will help you get licensed on day 1
- Must reside and work in the state of New Hampshire or Massachusetts
- Must meet minimum work from home requirements (work area should be secluded, private and secure, as well as internet speeds greater than 10 mbps, etc)
- If residence is in Massachusetts, must have an active pharmacy technician license in Mass prior to day 1 start.
Great opportunity to start a new career!
The Clinical Customer Care Team are a combination of experienced Customer Care associates and Certified Technicians who provide help for incoming calls, supervisor level requests, and additional outbound support seven days a week. This is a Work from Home (WFH) position.
*** This is a REMOTE, work from home (WFH) position with a casual dress code. Work from home requirements – Be able to provide a workspace that complies with the following:
a. You must be able to provide a workspace which should be located in a separate area of the home (not in a high-traffic area) and should not be shared with anyone including other Amazon Pharmacy associates.
b. Amazon Pharmacy requires that there be internet, telephone, and electricity connectivity at all times that you are scheduled to work, measured on a regular basis.
c. A reliable broadband internet connection, either through DSL, cable, or fiber-to-home (FiOS or Fiber Optic) is required with a minimum internet speed requirement of at least10 mbps download and 5 mbps upload contracted speed.
d. Available for inspection to ensure meets requirements
e. A remote work arrangement is not designed to be a replacement for appropriate child or elder care. Nor is the work from home arrangement meant to be used in substitute for taking personal days or vacation/ sick time. Associates who need time to accommodate child care needs or personal appointments must work with their direct manager and utilize PTO, applicable paid or unpaid leave, or seek approval for a schedule adjustment if available.
f. Workspace must be located in state of New Hampshire or Massachusetts.
g. experience in pharmacy and billing preferred but not required.
h. other restrictions may apply
Key job responsibilities
Core Responsibilities
- Answer incoming telephone calls from Customer Care associates on a daily basis and maintain metrics as assigned
- Make outbound calls including for a variety of purposes
- Assist CC Associates by providing guidance and feedback utilizing a consultative approach to continually develop CC staff knowledge.
- Complete tickets to support Customer Care Team including but not limited to: replacements/reuploads, misc tasks
- Maintain advanced understanding of all Amazon Pharmacy policies and procedures as well as AP products and services.
- Monitor and process all help desk assigned tasks on a daily basis
- Act as primary point of contact for escalated calls by CC Associates, handle escalated calls and follow through until resolution has been met.
- Manage reporting of customer complaints and provide resolution per set SLA’s, escalating as appropriate
- Investigate and report QRE’s
- Serves as a point of contact for any system or technology/software outages and notifies all appropriate parties for resolution.
- Assist with incoming calls as needed.
- Maintain confidentiality of all customer information
- Constant collaboration with teammates
- Customer centric and commitment to quality
- Participation in personal growth and development
- An active, unrestricted Pharmacy Technician License from the board of Pharmacy (Amazon will assist you in obtaining if you do not have one)
- CPhT certification is not required but is encouraged
- Upholds Amazon’s Core Values and a passion for providing exceptional customer experience
- Flexible, ability to adapt to change and adjust to changing demands
- Aptitude to learn, pharmacy laws and regulations nationwide and specific to New Hampshire
- Strong interpersonal skills, including professional written and verbal communication
- Ability to work autonomously and proactively identify areas in needs of improvement
- Critical thinking providing out-of-the-box solutions
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.