Service Centre Specialist

Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.

Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.

Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.

Building lasting relationships with clients and other call center team members based on trust and reliability.

Utilizing software, scripts, and tools appropriately to ensure incident resolution.

Support pharmacy application (Kroll), providing instruction & log in troubleshooting

Troubleshoot diverse technologies including laptops, desktops, tablets, and printers

Data entry and research as required to troubleshoot customer problems.

Documenting processes and procedures

Assisting the IT / Technology department with any project or emergency that arises

Working with vendors to log tickets and follow ups on requests.

Key Performance indicators being tracked against:

Talk time per call

Time to answer calls

Tickets created

Tickets Solved

Experience: 2-3 years LTC pharmacy experience preferred

Skills: Proficiency with MS office/Outlook, Familiarity with Salesforce preferred but not required. Team player, Detail oriented

Work Environment: Remote work – Laptop and cell phone provided

Physical Requirements: none

Hours of work: 8 hour shifts on rotating schedules (7am -3pm, 8am -4pm, 9am-5pm, 12pm to 8pm) On call shifts required after the 12pm to 8pm shift (3 hours from 8pm to 11pm)