Remote Call Center Specialist: Consumer Relations

In this Remote Contact Center Specialist role, you will support our Consumer Relations line of business, where you will be the voice of the customer by taking a variety of p

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hone calls and handling complaints and upset customers. You would be interacting with these customers primarily via phone, and the customer inquiries range from customer concerns, issues, compliments, and general inquiries where you will listen, document, ask questions, mediate, diffuse, and seek to resolve the customer’s inquiry with empathy and care.

The most common customer inquiries include updating account information, coupons and transaction information, feedback regarding customer service in our stores and pharmacies, prescription concerns, refunds/Walgreens rewards, product feedback, COVID testing, scheduling, vaccination inquiries, and bodily injury and personal property loss calls.

 

Job Responsibilities

Resolves routine, general questions and problems submitted by customers, physician offices, patients, and third-party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.

  • Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents contact interactions, records details, complaints, comments, and actions taken.
  • Coordinates with other functional areas as necessary. Refers to unresolved escalated issues as designated by the departments for further investigation.
  • Contact customers, physician’s offices, patients, or third-party vendors to respond to inquiries or to notify them of investigation results and planned adjustments.
  • Handles inquiries for one or more lines of business.
    An Equal Opportunity Employer, including disability/veterans.

 

About Walgreens Boots Alliance

Walgreens Boots Alliance (Nasdaq: WBA) is a global leader in retail pharmacy, impacting millions of lives every day through dispensing medicines, and providing accessible, high-quality care. With more than 170 years of trusted healthcare heritage and innovation in community pharmacy, the company is meeting customers’ and patients’ needs through its convenient retail locations, digital platforms and health and beauty products.

 

Including equity method investments, WBA has a presence in more than 25 countries, employs more than 450,000 people and has more than 21,000 stores.

WBA’s purpose is to help people across the world lead healthier and happier lives. The company is proud of its contributions to healthy communities, a healthy planet, an inclusive workplace and a sustainable marketplace. WBA is a participant of the United Nations Global Compact and adheres to its principles-based approach to responsible business.

 

Basic Qualifications

High School Diploma or GED.
Intermediate level keyboarding skills (at least 25 WPM, touch typing, formatting documents).

Basic level PC skills (for example: start up and shut down the computer, use the mouse to point and click, start and close programs, switch between programs, save files, print documents, and/or access information online).

Basic Search Engine skills include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online.

Communicate effectively in writing and verbally.

The following locations are not eligible for this opportunity: California, DC, Hawaii, and Puerto Rico
This is a work-at-home position. To be eligible for this role you will be required to have a high-speed internet connection (DSL and Satellite not supported) at the time of your application. These utilities will not be reimbursed by Walgreens

 

Preferred Qualifications

  • At least 1 year of customer service experience in centralized services or call center environment.
    Experience in retail or healthcare.
  • Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.
  • Intermediate level keyboarding skills (at least 35 WPM, touch typing, formatting documents).
    Fluency in Spanish and English.

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