Experienced Full Stack Remote Call Center Specialist - Customer Service and Account Management
About Us
At Workwarp, we are a dynamic and innovative company that is dedicated to providing exceptional customer service and support to our clients. As a leading provider of remote call center services, we are committed to delivering high-quality solutions that meet the unique needs of our customers. Our team of experienced professionals is passionate about delivering outstanding results and exceeding customer expectations.Job Summary
We are seeking an experienced and highly skilled Full Stack Remote Call Center Specialist to join our team. As a key member of our customer service and account management team, you will be responsible for handling a high volume of inbound and outbound calls with clients, doctor's offices, patients, and external suppliers. Your primary focus will be on providing exceptional customer service, resolving issues, and ensuring that all contacts are productive and courteous.Key Responsibilities
As a Full Stack Remote Call Center Specialist, your key responsibilities will include:- Handling a high volume of inbound and outbound calls with clients, doctor's offices, patients, and external suppliers, adhering to established rules and standard SOPs and strategies.
- Resolving common inquiries and issues presented by clients, doctor's offices, patients, and external suppliers via various sources, using available data to select the best solution and resolve customer concerns.
- Guiding complex inquiries and issues to more senior staff levels.
- Utilizing a PC application to log and track requests, as well as, to check the status of items that require follow-up or contribution of other parties.
- Archiving contact associations, records details, complaints, remarks, and actions initiated.
- Coordinating with other functional areas as needed.
- Referring escalated issues to assigned divisions for further investigation.
- Contacts clients, doctor's offices, patients, or external merchants to answer requests or to advise them of examination results and arranged changes.
- Handling requests for multiple lines of business.
Essential Capabilities
To be successful in this role, you will need to possess the following essential capabilities:- Secondary School Certificate or GED.
- Intermediate-level keyboarding skills (at least 25 WPM, typing by memory, organizing records).
- Basic-level computer skills (e.g., starting and shutting down a computer, using a mouse to point and click, starting and closing programs, switching between programs, saving files, printing documents, and accessing data online).
- Basic web search skills to include opening a program, typing in URLs in the correct field, using a search engine, bookmarking a website, navigating using back/forward/stop buttons, and completing forms online.
- Ability to communicate effectively in writing and verbally.
- The following areas are not eligible for this opportunity: Alabama, Washington, California, Oregon, Massachusetts, DC, The North, Oregon, Hawaii, New York, Puerto Rico, and Chicago, IL.
- This is a work-from-home position. To be eligible for this job, you will be required to have a functioning home telephone line (cell and VOIP not supported) and fast internet connection (DSL and Satellite not supported) at the time of your application. These utilities will not be reimbursed by Walgreens.
Preferred Capabilities
While not required, the following preferred capabilities will be beneficial in this role:- At least 2 years of customer service experience in a unified services or call center environment.
- Experience in Retail or healthcare.
- Experience providing customer service to internal and external clients, including meeting quality standards for services, and assessment of customer satisfaction.
- Transitional-level keyboarding skills (at least 35 WPM, typing by memory, organizing records).
- Familiarity with Spanish and English.
Job Benefits
As a valued member of our team, you will enjoy a range of benefits, including:- Benefits: Walgreens generally offers health, dental, and vision insurance for eligible employees and their families.
- Prescription drug coverage: Given its nature as a pharmaceutical company, Walgreens often has prescription drug coverage as part of its healthcare benefits.
- Vacation: This includes holidays, public holidays, and sick days. The amount of paid leave usually depends on factors such as years of service and position held.
- 401(K) retirement plan: Walgreens often offers a 401(K) plan to help employees save for retirement. They can also offer a matching company contribution of up to a certain percentage.
- Employee discounts: Employees can earn discounts on Walgreens products and services, including prescriptions and over-the-counter items.
- Wellness programs: Some sites offer wellness programs to promote a healthy lifestyle among users. These can include discounts on gym memberships, fitness challenges, and more.
- Employee assistance program (EAP): EAPs often provide services to employees and their families, such as counseling, legal assistance, and financial advice.
- Flexible spending accounts (FSA): These accounts allow employees to set aside tax dollars for medical or dependent care expenses.
- Life insurance: Basic life insurance can be offered to employees, with the option of purchasing additional insurance.
- Educational assistance: Walgreens may provide financial assistance to eligible employees who need to further their education or training.
- Career development: Walgreens often focuses on the growth and development of employees, offering training programs and opportunities for advancement within the company.
- User recognition: Some sites have programs to recognize and reward outstanding user service.