Job Description

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

At MediSystem Pharmacy, you can use your skills to do meaningful work that has a real impact, in an environment that promotes learning, growth and opportunity. Whether it\xe2\x80\x99s your first job or you\xe2\x80\x99re ready for a new challenge, MediSystem Pharmacy can turn your potential into performance that is recognized and rewarded. We offer competitive pay, full benefits, and a work-life balance.
Why this role is important?

About the Role:

The Customer Services Representative will be the first point of contact for Customer inquiries and accountable and responsible for providing exceptional customer service to all external and internal customers, ensuring that the unique needs of patients, nurses, homes and program requirements are met. The Customer Service Representatives (CSR\xe2\x80\x99s) role is to enthusiastically and consistently deliver on the MediSystem vision of \xe2\x80\x9cproviding an exceptional experience through superior customer service offerings\xe2\x80\x9d. The CSR must ensure every customer interaction is carried out in a professional, courteous and efficient manner with high integrity and commitment to \xe2\x80\x98wow\xe2\x80\x99 our customers

Key Responsibilities:

• Provide quality service and support in a variety of areas including, but not limited to: orders, billing, service and supply logistics, system troubleshooting, faxing & scanning and general administrative tasks

• Act as the Customer\xe2\x80\x99s internal advocate between Operations and other departments within the organization

• Resolves product or service problems by clarifying the customer\xe2\x80\x99s inquiries and concerns; must determine the cause of the problem and determine the best solution to solve the problem
• Thoroughly and efficiently gather customer information and escalate when appropriate to Customer Service Lead
• Build, establish and maintain open lines of communication with their team, peers, trainers, Managers, and all other areas of the Company to facilitate in learning and problem solving
• Responsible for notifying administration of any required updates of customer records on the organization\xe2\x80\x99s internal database
• Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every interaction, ensuring quality service is provided to both internal and external clients
• Provides back-up support to other group members as required
• Use automated information systems to analyze the customer\xe2\x80\x99s situation (Kroll, ClientCare, Point Click Care, etc.)
• Participate in special projects and assume other duties and responsibilities as assigned

Qualifications:

• Retail, Customer Service or Call Centre experience

• Strong attention to details, interpersonal and communication skills including ability to work in a cross-functional environment and communicate with all levels of the organization
• Self-motivated and results oriented
• Demonstrated decision making skills
• Possess a strong work ethic and team player mentality
• Strong multitasking skills and ability to thrive in a fast paces environment
• Proficiency with MS Office applications (i.e. word, excel)
• Experience in Pharmacy is an asset

Employment Type: Full time Type of Role: Regular Shoppers Drug Mart Inc. recognizes Canada\xe2\x80\x99s diversity as a source of national pride and strength. We have made it a priority to reflect our nation\xe2\x80\x99s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired. In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct \xe2\x80\x93 it reinforces what our customers and stakeholders expect of us. Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.