Customer Service Specialist

Macro Helix (McKesson Corporation) • Full-time • Fort Worth, TX, USA - 13501 Park Vista Blvd. (E016) • 3w ago

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

McKesson Corporation is a global leader in healthcare supply chain management solutions, retail pharmacy, community oncology and specialty care, and healthcare information solutions. McKesson partners with pharmaceutical manufacturers, providers, pharmacies, governments and other organizations in healthcare to help provide the right medicines, medical products and healthcare services to the right patients at the right time, safely and cost-effectively. United by our ICARE shared principles, our employees work every day to innovate and deliver opportunities that make our customers and partners more successful - all for the better health of patients. McKesson has been named a “Most Admired Company” in the healthcare wholesaler category by FORTUNE, a “Best Place to Work” by the Human Rights Campaign Foundation, and a top military-friendly company by Military Friendly. For more information, visit www.mckesson.com.

We take pride in our culture of connection and believe in a workplace where everyone can be their full, authentic self. We welcome and encourage veterans, individuals with disabilities and others with diverse perspectives to join our growing team. Your unique perspective and experience are valuable assets that can translate into a rewarding career path with us. Apply to join our team and help shape the future of healthcare!

Apply to join our team and help shape the future of healthcare!

Current Need: Our McKesson Specialty Health teams are growing in Fort Worth Texas and Lavergne Tennessee. We are seeking experienced and self-driven Customer Service Specialists to join our newest team and begin training on Monday December 9th. Our Specialty Health Team offers opportunities for advancement to a senior level role within a year of starting!

Hours Of Operation: To support customers across the United States, our operating hours are 7:00am to 7:00pm CST Monday through Friday. Shifts are 8 hours per day with work schedules determined by business needs and assigned during training.

On Site Team Training:

Our 4 week custom training program is a hybrid of both in-office classroom training and some virtual learning done from home
Training consists of classroom instruction and shadowing. To ensure your success, you'll have an opportunity to work closely with senior members of our team and use what you've learned in a supportive and supervised setting before completing training and moving your workspace home
As you complete your training, you'll complete a formal review. This includes an examination to measure call quality and other designated metrics before graduating and continuing your new position working from home

Training Schedule: (4 Weeks - 12/9 through 1/3)

Week One: 8:00am to 5:00pm. Monday through Friday in office
Week Two: 8:30am to 5:00pm. Monday through Wednesday in office. Thursday and Friday train virtually from home
Week Three: 8:30am to 5:00pm. Monday through Wednesday in office. Thursday and Friday train virtually from home
Week Four: 8:30am to 5:00pm. Monday through Wednesday in office. Thursday and Friday train virtually from home

Post Training: All Customer Service Specialists work virtually from home and are required to spend time in the office each month for team meetings and additional specialized training.

Position Summary: Our customer service specialists provide high touch first call resolution. As the point of contact for McKesson's Physician Services, this team manages customer relationships ensuring a seamless turnaround in problem resolution. Daily activity also includes, order entry, customer claims, and providing prompt information related to potential concerns.

Key Responsibilities

Enters Customer orders received via phone and/or e-mail.
Receives calls via assigned call queues.
Monitors assigned email to case Salesforce queues.
Ensures that the assigned queues are worked within the established SLA guidelines regularly.
Follow up with customers based on service level guidelines.
Answers Phones and Assists Customers with concerns as needed. 50%
Aids customers with returns process initiation.
Aids customers with order requests.
Answers shipping and delivery questions.
Directs customers to proper departments when questions are outside of their assigned scope of business.
Completes ongoing training as assigned. 5%
Complete assigned CCCE courses in a timely manner.
Participates as an active member of assigned team. 5%
Attends all scheduled team meetings.
Prepares for monthly 1:1’s with supervisor.

Minimum Requirement:

1+ years of related experience.

Education:

High School Diploma / College Degree Preferred

Preferred Critical Skills:

1+ years' experience providing customer support and resolution by phone
Intermediate proficiency with Microsoft Outlook and Excel
Strong prioritization and organizational skills
Experience using Customer Service technologies
General knowledge of customer service processes and procedures
Professional communication; strong written and verbal communication skills and ability to interact with internal/external customers including vendors, sales reps, and co-workers
Strong medical and pharmaceutical knowledge a plus.

Additional Knowledge & Skills:

Experience working with Salesforce strongly preferred
Energetic self-starter with attention to detail who can be resourceful with issue resolution.
Able to effectively work in a team environment collaborating and ensuring open communication to achieve timely completion of all assigned tasks.
Able to prioritize and multi-task in order to meet various deadlines and customer expectations.
Strong problem-solving skills: able to analyze information provided, identify the root issue, and use resources appropriately to solve basic customers’ problems/questions in a timely manner.

Education:

High School diploma or equivalent

Physical Requirements:

Traditional office requirements. Large percent of time performing computer-based work is required.

Must be authorized to work in the US. Sponsorship is not available for this position.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$18.51 - $30.85

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!