Customer Service Representative
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Job Location:
Uniondale, NY - USA
Hourly Salary:
$ 18 - 18
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Our Company
PharMerica
Overview
To serve as the initial point of contact for PharMerica ITs End Users. Provides support on a variety of issues by responding to telephone calls email self- service tickets and associate requests for first tier PC server mainframe applications or hardware related technical support.
Monday-Friday 10:30am-6:00pm
Responsibilities
Provide front line support for all PC desktop technology and host computer systems. Serve customers/callers with timely friendly and quality support. Offer personal computer troubleshooting and defined resolution support. Prioritize and analyze customers requests.
Works with PharMerica Employees and External Customers by answering phone calls emails and self-service tickets routed in a queue system in a timely manner.
Ensure compliance with Service Level Agreements established by management.
Assign help desk cases to the appropriate support group as defined in the IT Service Level Agreement escalation procedures.
Follow up with support staff and with customer to ensure timely and satisfactory issue resolution.
Log and track all calls emails or faxes using the Help Desk automated software management tool therefore maintaining historical reports on individuals and issues. Maintain the integrity of the data within the Service Management tool by accurately documenting all support efforts within the tickets. Tickets are required to be documented real time with accurate categorization prioritization spelling and grammar.
Communicate System Problems/Downtime to team members in a timely manner.
Maintain compliance with Help Desk work instructions processes and procedures.
Adhere to the Help Desk Attendance Policy to ensure proper coverage for end user support.
The Service Desk Supports: Corporate PharMerica Employees Pharmacy Employees Home/Hospital Employees.
Performs other tasks as assigned.
Conducts job responsibilities in accordance with the standards set out in the Companys Code of Business Conduct and Ethics its policies and procedures the Corporate Compliance Agreement applicable federal and state laws and applicable professional standards.
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge skill and/or ability required. Each essential function is required although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Qualifications
Education/Learning Experience
Required: HS Diploma or GED; Technical School
Desired: Associate degree or equivalent experience
Work Experience
Required: 2 years customer service experience 2 years technical problem-solving skills
Desired: Working knowledge of ITIL & Service Desk/Call tracking software leadership experience
Skills/Knowledge
Required: Service and Operational Level Agreement understanding (SLA and OLA)
Desired: Service Desk Call Tracking and Reporting
Licenses/Certifications
Desired: A Certification MCSE certification HDI Certified Help Desk Agent Certification
Behavior Competencies
Required: Customer Service Orientation. Excellent communication skills. Proven troubleshooting and problem solving
Desired: Self-motivated for continuous leaning and personal growth to advance to Level II and III positions
Job Grade Competencies & Behaviors
Manager On Duty Rotation
Critical Ticket Ownership
Knowledge Base Contributions
Customer Communications
Mentoring & Knowledge Transfer
Provides Level I Guidance
About our Line of Business
Salary Range
Required Experience:
Unclear Seniority
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Welcome to SpringHealth Behavioral Health & Integrated Care where we assist those we serve in reaching their highest level of independence.
