Job Summary:

Serves as a leader and subject matter expert, ensuring that inquiries are handled to the satisfaction of a high volume of inbound and outbound calls with customer, physician's office, patient or third party provider. Provide information in response to inquiries and to resolve complaints or issues. Functions as the initial point of contact for a wide variety of matters ranging from routine questions to complex issue resolution. Assists in assigning, monitoring, and reviewing the day-to-day work of centralized services specialists and provides coaching and guidance. Ensures all matters are routed to the appropriate party or resolved. Duties may vary based on assigned department.

Job Responsibilities:

• Resolves intermediate to complex questions or problems that reflect substantial variety and detail. Utilizes all available information to choose the best solution and resolve customer concerns. Serves as a resource for lower level specialists.
• Assists in the coordination of the day-to-day activities of centralized services specialists. May intercede on escalated issues with difficult contacts and/or requiring in-depth knowledge.
• Serves as first escalation point for problem resolution. Anticipates the needs of the client and proactively identifies solutions. Seeks guidance from supervisory or managerial staff only for the most complex and critical or escalated questions or problems.
• Provides subject matter expertise on more complex issues. Plans, prioritizes, organizes and completes work to meet established objectives.
• Monitors trends and notifies supervisor of recurring or high priority issues.
• Maintains records of contact interactions, records details, complaints, comments, and action taken.
• Contacts customers, physician offices, patients or third party vendors to respond to inquiries or to notify them of investigation results and planned adjustments.
• Looks for ways to improve current processes with enhancements and ideas.
• Handles inquiries for two or more lines of business.
• Assist in training process and mentoring new centralized services specialists.

About Walgreens

Founded in 1901, Walgreens (www.walgreens.com) proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.

Basic Qualifications

• High School Diploma or GED.
• Currently meeting or exceeding established quality and productivity standards with one year experience as a Specialist II
• Experience in identifying operational issues and recommending and implementing strategies to resolve problems.
• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
• Experience building and maintaining relationships within a team. Knowledge of principles and processes for providing customer service.
• Intermediate to advanced level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
• Intermediate to advanced level PC and Search Engine skills.
• Knowledge of two or more lines of business at Walgreens where applicable.
• Communicate effectively in writing and verbally.

Preferred Qualifications

• Two years as a Centralized Services Specialist II.
• Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction
• Intermediate to advanced level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
• Fluency in Spanish and English
  We will consider employment of qualified applicants with arrest and conviction records.
  Salary Range: $18.25 - $24.35 / Hourly