Job Description

The Customer Experience Specialist is a key member of the Customer Experience (CX) & Sales team within the Alps Pharmacy organization. They will have an integral role in providing advanced support for inquiries that cannot be solved by level one and two support tiers. This individual will be a core contributor within the customer experience team and will collaborate cross-functionally to ensure issues are surfaced, triaged and tracked until a resolution is achieved. Clients may consist of Residential Care, Assisted Living, Hospice or similar type of long term care facilities. This is a safety sensitive position.

Qualifications

• Registered Pharmacy Technician in Missouri, Certified Pharmacy Technician preferred
• 5+ years of pharmacy experience, preferably in high volume environment such as long term care pharmacy operations, retail, mail order, and/or hospital
• 3+ years customer service experience
• Education: High School Diploma or G.E.D required
• Excellent computer skills, including pharmacy operations system (Framework experience preferred)
• Strong (verbal and written) communication skills with an ability to build relationships
• Must have customer service attitude and a professional demeanor
• Ability to problem solve and make decisions in fast-paced environment
• Track record of performing under pressure, adapting to changing dynamics, and finding solutions that lead to client satisfaction
• Work quickly and efficiently to achieve all the daily tasks and at sometimes go above and beyond to support the team
• Must be accurate and have a great attention to detail
• Positive attitude and self-motivated
• High degree of professionalism
• Solutions focused
• Flexible schedule required

Responsibilities

• Builds strong client relationships by consistently delivering client interactions that develop trust and show value
• Ability to resolve complex issues with professionalism and poise
• Identifies at-risk accounts and consult with internal partners to assist with development of action plans to address customer risks and opportunities, update customer on progress
• Manages routine client support activities and resolution of routine to complex client issues and requests
• Assesses client needs by partnering with community leadership and present value proposition for new products and services to grow base
• Works closely with the extended CX team to continuously challenge/define/refine what excellence means and continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.
• Manages community expectations of contractual agreements
• Assists on all contract renewals within assigned book of business
• Responsible for activities associated in on-boarding new facilities
• Establishes a customer experience training program for onboarding new hires
• Provides support to tier I and tier II customer experience team
• Operates with strong business acumen and industry knowledge, remaining conscious of industry trends, and be recognized as a local expert in the Senior Living space
• Must know HIPAA laws in regard to the privacy, confidentially, and security of patient information.
• Assists the Pharmacist in reviewing, processing, preparing, filling, labeling and dispensing of medication and supplies
• Other essential functions and duties may be assigned as needed

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to stand, walk, sit, talk and hear
• The employee is required to use hands to operate vehicles and office equipment
• The employee must occasionally lift and/or move up to 80 pounds
• Crouching, bending body downward and forward by bending legs and spine
• Kneeling, bending legs at knees to come to rest on knee(s)
• Specific vision requirements for this job include: close, distance and peripheral vision, and the ability to adjust focus
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position without compromising patient care.