Customer Service Specialist-Hightouch Phone

The primary focus of a Physicians Services High Touch Representative is to answer customer calls. They will enter orders, process return requests, track order progress, and provide information as requested and needed from the customer. They are also required tomonitor and resolve assigned Salesforce cases in their assigned queue(s) and manage any stretch projects or assignments as given to them by their supervisor.  

As a customer facing member of the MSH (McKesson Specialty Health) team, the High Touch Representative is to always conduct his/herself in a professional manner. He/shetreats all customers with empathy and always strives to provide our customers witha first call resolution. 

If selected, the candidate must be willing to work in a high-volume call center environment where they are seated at a desk, processing information on a computer and answering calls through a headset for the extent of their shift. Upon training, the agent will be required to pass examinations and meet minimum scores for Quality Call Monitoring and other designated metrics.  

Also, this is a HYBRID role. The candidate must live within the surrounding areas of the McKesson Ft. Worth office. The candidate will be required to work in the office occasionally to perform their work duties, training, meetings, etc.... 

The candidates must be able to work between the hours of 7am – 7pm CST Monday – Friday.  

Salary: The target budget for this role is between $19 and $20 per hour.

Location: Candidate must live within 70 miles of Ft. Worth, TX or LaVergne, TN.

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.
• 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.
• Complete assigned CCCE courses in a timely manner. 
• Participates as an active member of assigned team.
• Attends all scheduled team meetings. 
• Prepares for monthly 1:1’s with supervisor. 

Minimum Requirement

Typically requires 3+ years of related experience.

Education

High School Diploma / College Degree Preferred 

Critical Skills

• General Computer and Keyboarding Skills 

• Microsoft Office Skills 

• Strong attention to detail 

• Strong prioritization and organizational skills 

• Ability to work within given Schedule Adherence tolerances. 

• Well Spoken and a Clear Communicator 

• Call Center Customer Service Experience Preferred 

• Works well in a team driven environment. 

• Strong Sense of Urgency