Customer Service Associate

PillPack is a pharmacy that makes it simple to take the right medications at the right time. We combine convenient packaging, modern technology, and personalized service to create a system that enables people to take the right medications every day, this means they can spend less time dealing with error-prone pill boxes or manual solutions and more time doing the things they enjoy. Successful candidates will be required to pass a pre-employment drug test.

Why you'll love working at PillPack by Amazon Pharmacy!

• Opportunity to Work from Home: We offer both on-site and remote work opportunities. Choose the path that is right for you!

• Earn More: Competitive wages beginning at $17.15/hourly with pay raises after 6 months as part of our Employee Step Program

• Non Retail Environment: Enjoy casual dress code and non-retail environment that the pharmacy has to offer

• Amazon employee discount

• Amazon Benefits: Medical & Dental begin DAY 1. PTO & Vacation that begins accruing immediately, as well as a 401k plan! This is inclusive of domestic partners and children!

• Career Growth: Join the team that will be taking pharmacy to the next level. Many of our technicians have developed into Trainers, Team Leads, and Managers. The opportunities are endless!

• Training: On the job training, including PillPack helping you obtain your Pharmacy Technician license and ability to join our training program to become a Nationally Certified Pharmacy Technician!

For more information on benefits, please visit https://www.amazondelivers.jobs/about/benefits

If you are working from home, you will be required to have access to a reliable broadband internet connection, either through DSL, cable, or fiber-to- home (FiOS or Fiber Optic) with a minimum internet speed requirement of 10 mbps download and 5 mbps upload contracted speed, ability to connect to the PillPack network via a hardwired internet connection, not via WIFI, a separate room or part of a room for your home work area that is private and free of distractions (i.e. barking dogs, television noise, music, children, etc.) and is able to devote full attention to the PillPack customer during work hours. Note that it is subject to change due to business need or in accordance with any regulatory requirements.

PillPack by Amazon remains open as an essential business to serve our communities delivering critical supplies directly to the doorsteps of people who need them. Find out what PillPack and Amazon is doing to provide a safe environment for employees at this time on our COVID-19 FAQ page.

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. Including situations deemed urgent by clinical pharmacist team

• Assist clinical pharmacist team with outgoing MD, pharmacy, and/or customer calls

• Assist Customer Care Associates by providing guidance and feedback utilizing a consultative approach to continually develop staff knowledge

• Complete tickets to support Customer Care Team and Clinical RPh team

• Maintain advanced understanding of all PillPack policies and procedures as well as PillPack 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 Customer Care 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 pharmacy errors

• Learn pharmacy laws and regulations nationwide

• Serve as a point of contact for any system or technology/software outages and notify all appropriate parties for resolution

• Maintain confidentiality of all customer information

• Work autonomously and proactively identify areas in need of improvement

• Constant collaboration with teammates

• Customer-centric and commitment to quality

• Work a flexible schedule - shifts will possibly start and end outside of normal business hours

• Perform other tasks assigned while working in a fast paced environment

Basic Qualifications:

• High school or equivalent diploma

• New Hampshire State Board of Pharmacy License in good standing (This includes Pharmacy Technician, Trainee, and Assistant Licenses)

• 6+ months of relevant experience working with computer and web based tools

• Experience recognizing and identifying patient medications

Preferred Qualifications:

• National Pharmacy Technician Certification (PTCB or NHA)

• Demonstrated ability to work as an effective team member

• Strong organization skills and attention to detail

• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality

Pay

• $17.15/per hour

Shift

• Monday

• Friday 1:30 pm

• 10:00 pm

• Sunday-Thursday 11:30 am

• 8:00 pm

• Tuesday-Saturday 11:30 am

• 8:00 pm

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.