Escalation Specialist Centralized Services WAH Zone A - Military Veterans
at Walgreens
Escalation Specialist Centralized Services WAH Zone A
Address: 2225 S PRICE RD,CHANDLER,AZ,85286-07201-00166-F
Job ID 1550825BR
Job Summary
Serves as a leader and subject matter expert to understand and offer solutions in response to inquiries and to resolve all complaints and/or issues. Communicates with influence, ensuring that inquiries/complaints are handled to the satisfaction of the customer, patient, Leadership Team, or third party provider. Applies knowledge to guide others, makes decisions quickly and instills trust. The ability to troubleshoot, problem-solve and investigate to resolve customer complaints. Follows up to provide detailed information to our customers and/or Leadership Team members. Comfortable communicating with customers and all levels within the organization and externally. Ensures all matters are routed to the appropriate party once resolved and detailed appropriately in the CRM.
Job Responsibilities
- Resolves/handles intermediate to complex inquiries/complaints/praises. Takes initiative to use creative, yet practical methods to solve problems and reach the right outcome for the customer. Provides accurate, valid and complete information by using the right methods/tools to solve problems.
- Follows communication procedures, guidelines and policies. Keeps detailed records of customer interactions and follows the appropriate process to log case details in the CRM which includes details of the contact interactions, outside partnership records details, complaints, comments, and action(s) taken.
- Serves as first escalation point for problem resolution. Anticipates the needs of the customer, takes ownership of the issue and proactively identifies solutions. Works to resolve the issue with First Contact Resoluton. Seeks guidance from supervisory or managerial staff only for the most complex and critical or escalated questions or problems. Including too, but not limited to issues involving legal/employee relations or other corporate teams, the issue may be handed off for resolution, but is tracked for completion.
- Provides subject matter expertise on more complex issues. Plans, prioritizes, organizes and completes work to meet established objectives/SLAs/Timelines. Ability to multi-task, prioritize, and manage time effectively.
- Understands the broader customer service landscape and monitors for company trends, notifiying Management of recurring issues or those that may escalate in high priority issues
- Cultivates an innovation mindset, looks for ways to improve current processes with enhancements and ideas.
- Contacts customers, physician offices, patients or third party vendors to respond to inquiries or to notify them of investigation results and planned adjustments.
- Assumes mentorship role in training new Centralized Services Specialists.
Founded in 1901, Walgreens (www.walgreens.com) has a storied heritage of caring for communities for generations, and proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico, and leading omni channel platforms. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for retail pharmacy and health services, building trusted relationships that create healthier futures for customers, patients, team members and communities.
Walgreens is the flagship U.S. brand of Walgreens Boots Alliance, Inc. (Nasdaq: WBA), an integrated healthcare, pharmacy and retail leader. Its retail locations are a critical point of access and convenience in thousands of communities, with Walgreens pharmacists playing a greater role as part of the healthcare system and patients care teams than ever before. Walgreens Specialty Pharmacy provides critical care and pharmacy services to millions of patients with rare disease states and complex, chronic conditions.
The actual salary an employee can expect to receive, plus bonus pursuant to the terms of any bonus plan if applicable, will depend on experience, seniority, geographic location, and other factors permitted by law. To review benefits, please visit jobs.walgreens.com/benefits More Company information is available at .
Basic Qualifications
- High School Diploma or GED.
- Currently meeting or exceeding established quality and productivity standards, currently a Specialist II level and 1 year total experience as a Specialist (Specialist I and/or II)
- Knowledge of principles and processes for providing Excellent customer service. Take ownership to learn and grow rapidly, from both success and failure. Bring enthusiasm, creativity and joy to our work everyday.
- Experience in identifying operational issues and recommending and implementing strategies to resolve problems and improve how we serve our customers.
- 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 positive relationships within a team. Knowledge of principles and processes for providing customer service. Embraces change with excitement and a plan of success and support of the change.
- Intermediate to advanced level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
- Intermediate to advanced level PC and Search Engine skills.
- Excellent communication and presentation skills. Must be able to communicate effectively in writing and verbally. The ability to adapt/respond to different types of customer personalities.
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)
Salary Range$20.5 - $27.35 / Hourly
Chandler, AZ
Walgreens is a trusted and convenient local health destination that millions of Americans rely on every day.
Our founder, Charles R. Walgreen Sr., was known for finding new ways to connect with customers on a personal level and treating each person like a guest in his own home. For over a century, we have expanded that personal connection through our network of neighborhood pharmacies and our innovative health services and products. The foundation for all of this is our trusted pharmacy expertise and our team members who provide essential care that helps people achieve better health outcomes at an affordable cost.
Veterans We’ve made a big commitment to hiring veterans for our team. But this is more than just a pledge. We’re backing it up with the kinds of things you need to successfully transition into the next stage of your career – like training, educational opportunities, and support. After all, we’re counting on you to help the thousands of people we serve in our communities. So, you can count on us every step of the way.
Business Resource Group (BRG)
VALOR is a grassroots network that brings together reservists, guard members, veterans, and more to support each other’s success. You can join in for valuable networking opportunities, peer mentoring, or just conversation and connection. You’ll also find VALOR out and about in our neighborhoods, doing community service and lending a hand.