Job Title: Customer Happiness Lead (customer service)

Transcription

1 Customer Happiness - Lead (customer service) Job Title: Customer Happiness Lead (customer service) Education: High School Some College Preferred Location: divvydose, Rock Island, IL Career Level: Supervisor Job Type: Full-time Pay commensurate with experience Benefits: Employee s Health, Dental, and Vision premiums are paid in full by divvydose. Dependent premiums are the responsibility of the employee. 401k available after 1 year of full time service. divvydose will make an annual contribution to your 401k, equaling 3% of your annual salary. Additional discretionary contributions may be made. Paid Time Off will be accrued. FLSA Status: Non-Exempt Company Description divvydose is a growing full-service retail pharmacy located in Rock Island, Illinois. Our vision is a life where medicine does what it's supposed to, and people get the attention and care they deserve.

2 We strive to improve the quality of life through innovative design and compassionate customer service that allows medicine to get out of the way of our customers lives. Our company is professional but fun, dedicated yet quirky. We are fast-paced, highly-motivated doctors, pharmacists, and support staff who focus on health and wellness (and if we re being honest, sometimes pizza) and most of us have slight obsessions with our pets. We want to make a difference in the lives of our customers by treating them like friends and family. We offer a competitive salary and comprehensive benefit plan. For more information about us, visit Job Description Are you good with people? Do people call you friendly? Good on the phone, , online chat, and multi-tasking? Do you like cookies? (Just kidding on the last part, but seriously, cookies are awesome.) In this job, you will be developing the tools and techniques to lead a team in assisting customers over the phone, through , and online chat with various questions and requests they may have including, but not limited to: how divvydose works, billing and co-pays, shipping needs, technical support on divvydose.com. You are their guide to better health and wellness and your direct interaction with them can have a large impact.

3 Essential Duties & Responsibilities: Provide exemplary customer service to all customers and caregivers. Lead and train a team of customer service experts. Familiarize yourself with general pharmaceutical terminology, pharmacy workflow, and insurance information in order to assist customers and train team members. Understand and divvydose vitamin, supplement, and overthe-counter product lists. Provide divvydose customers with a personalized pharmacy experience, including offering vitamins, supplements, and over-the-counter items to all customers. Guide customers to wellness by clearly answering all questions and concerns. Comply with all applicable HIPAA regulations. Other duties as assigned. Knowledge, Skills & Abilities: Excellent communication skills, with a strong grasp of the English Language, both spoken and written. Bilingual candidates with fluent spoken and written Spanish will be given preference. One year previous phone-based customer service or sales.

4 One year prior managerial role or experience working with teams of hourly employees. Strong interpersonal and people skills, with a passion to help people improve their health. Proactively solve problems and meet customers needs. Display flexibility in the face of ever-changing business and customer needs. Display a sense of urgency with the ability to prioritize and organize tasks. Strong attention to detail and accuracy. Dedicated to excellence and quality. Able to collaborate with healthcare professionals. Maintain a strict level of confidentiality. Self-motivated and able to work independently. Ability to use multiple software programs to best serve our customers and enhance pharmacy workflow. Proficient in MS Office suite (Word, Excel, Outlook, etc.). Can Dougie (Optional) (Kidding) (Not really). Physical Requirements: Sit for long periods of time. Proficient typing skills. Lift and push or pull up to 10 pounds. Be at least 18 years of age (or as required by state law). Employment is contingent upon the results of a drug screening test. Required Education, Experience, Certification, Licenses:

5 Must be 18+ years of age. High school diploma /GED required. One year of experience in telephone customer service or sales. One year of experience in management or supervision Experience in hospitality is preferred. divvydose provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants encouraged to confidentially self-identify when applying. Local applicants encouraged to apply. Drug-free work environment. Must be eligible to work in this country.