Customer Service Rep

Status:
Full Time
Reference Code:
29800

Job Location:
Scottsdale, AZ 85251

Job Category:
Customer Support/Client Care

As the world’s largest healthcare services company with more than $90 billion in annual sales, McKesson Corporation (McKesson) is a Fortune 18 Corporation that provides pharmaceutical supply management and information technologies across the entire continuum of healthcare.
This opportunity is within the McKesson Specialty, a division of McKesson Corporation, which offers integrated programs and customized services for manufacturers. McKesson Specialty has the unique expertise and experience to deliver the services manufacturers, payors and providers need to ensure specialty drugs, coordinated reimbursement, and clinical services are available to patients with complex diseases.
Position Description

Under immediate supervision, function as primary customer contact by receiving calls, letters or other communication from customers, both internal and external, concerning information related to a specific program. Investigates problems using computer systems, databases, and established procedures. Contacts customers with solutions, obtains further information or routes call to appropriate party. Works within established department guidelines. Qualified applicants with various bilingual skills are highly encouraged to apply for employment opportunities with McKesson.
Position Requirements:
One year of customer service experience in a call center environment is required.
Ability to type 35 wpm.
Ability to establish and maintain positive customer relations with patients, advocates and pharmacists. Ability to appropriately escalate issues as defined by the program.
Active listening skills and ability to proactively solve problems using established program procedures and business rules.
Strong oral and written communication skills and ability to effectively communicate program procedural information to patients, advocates and pharmacists.
Multi-tasking abilities (must be able to enter data into computer system while maintaining conversation with callers; Â?talk and typeÂ?).
Ability to quickly learn and retain new program information and apply knowledge to enhance quality of call responses.
Ability to positively receive and apply constructive feedback on performance issues and call monitor activities.
Additional Knowledge & Skills

Working knowledge of personal computers, including some Microsoft applications, knowledge of active listening skills.
Minimum Requirements

Education
High School diploma or equivalency is required.
Business Requirement
One year of customer service experience in a call center environment is required.
Education

HS Diploma or Equivalent
Physical Requirements

General Office Demands
Company Statement

McKesson offers a competitive compensation and benefits package.
McKesson is everywhere in healthcare. We offer a wealth of opportunity for individuals with a desire to make a difference in providing industry-leading, integrated healthcare services and solutions. Individuals with the passion to be a part of our entire continuum of patient-focused care. It’s you and McKesson – empowering healthcare. Visit www.mckesson.com/careers for more information.
As an equal opportunity employer, McKesson Corporation unites the talents and contributions of all to advance the power of healthcare.
Agency Statement

No agencies please.

Sales Outside Sales Representatives

Job Summary

Company – Cornerstone America- Nelson Division

Location – Scottsdale, AZ 85250

Industries – Business Services – Other

Job Type -  Full Time Temporary/​Contract/​Project

Career Level – Entry Level

 

About the Job

Recognized Worldwide as #1 in 2007!

Do you have what it takes to work with the best?

We’ve raised the standard for excellence. Don’t take our word for it. America’s premier selling publication, Selling Power Magazine, recognized our industry leading business practices as #1 in our field. In fact, Selling Power recognized us as a leader in 7 different categories of sales excellence, more than any other company. Find that anywhere else.

This is your chance to join a winning team. We proudly serve America’s small business owners, the self-employed and their families with a variety of cost saving business, personal and health benefits. As a Cornerstone America Field Representative, you’ll have the opportunity to make a real difference in people’s lives. You’ll be a valuable team member and a partner to businesses and families in your community.
At Cornerstone America our business is built on personal service and a commitment to helping other people everyday. We are a company where men and women from all walks of life share the same opportunity for success. This career is not for everyone. Only those who demonstrate the utmost in personal integrity, the ability to work independently, a commitment to success, and a true passion to serve others will be considered for selection.
For those selected we offer:
-  Unmatched personal satisfaction that comes with helping others
-  Strong leadership and mentoring for your personal success
-  World class training and sales support
-  Access to marketing materials, technology and sales resources
-  Flexible work schedule
-  Generous compensation and bonus structure
-  Fun and competitive work environment
-  Rewarding contests, spectacular incentive trips and events
-  The opportunity to join the best sales and marketing team
Interested in pursuing the Cornerstone America Agent opportunity? Apply now to learn more about the most rewarding career of your life!
HOPE… Helping Other People Everyday

Work Force Management Supervisor

Status:
Full Time, Employee
Reference Code:
29828

Job Location:
Scottsdale, AZ 85250

Job Category:
Customer Support/Client Care

Position Type:
All Opportunities

Internal Job Grade:
000

Job Title:  Work Force Management Supervisor
Dept./Group:  Call Center Operations
FLSA Status: Exempt
Position reports to: Call Center Team Lead

Position Summary (Purpose of job):

Under the direction of the Call Center Team Lead, tracks and analyzes inter-business unit report and call activity, history, trends and patterns to proactively ensure service level requirements are attained consistently without impact to clients or customers.  Responsible for identification of process improvements, training opportunities and efficiencies, as well as issue resolution and ensuring consistency in process.  Provides direction and supervision to Workforce Analysts.  Additionally, this position will be relied upon to work with Call Center partners relative to new business implementations and assist with the maintenance of various call center reporting tools.
Key Responsibilities (List the top five to seven essential responsibilities in priority order):

%

1.

· Analyze data and trends in call center operations; including but not limited to calls, claims rejects, file rejects and other processes.

· Monitor closed loop processes in a multi- business unit environment.

· Recognize and increase visibility of data anomalies prior to client impact and facilitate appropriate business solutions.

40%

2.

· Publish statistics and reports highlighting process progress and results.

· Create and maintain long term call forecasts and agent schedules to maximize resources while meeting contractual obligations.

· Ensure data is updated and exceptions resolved in a timely manner to support internal and client service level agreements.  This may include researching and following processes through multiple internal business partners.

· Perform routine and non-routine data process and analytical tasks requiring problem solving, business application and technical skills.

30%

3.

• Coach, develop, mentor and oversee Call Center Workforce Analysts

10%

4.

• Perform analytical tasks requiring problem solving, business application and technical skills.

• Seek continuous process improvements and initiate changes when appropriate.

10%

5.

• Work with Call Center partners to facilitate new business implementations requiring operational and process analytics.

5%

6.

• Perform tasks and special projects as defined and requested by management.

5%

100%

Minimum Job Qualifications:

Education/Training – Bachelor’s degree in Business, or related field, or equivalent experience

Business Experience – Minimum of 5 years in Data Analysis, must have call center experience.

Specialized Knowledge/Skills –

Excellent ability to partner with the technical, business and sales teams utilizing strong communication and team building skills.
Demonstrated ability to be a detailed oriented, analytical and independent thinker.
Flexible, able to deal with ambiguity with initiative, innovation, and drive for results to meet critical deliverables.
Exercise excellent judgment within defined standards and guidelines to manage conflict resolution and/or ambiguous situations.
Excellent understanding of structured process models.
Excellent written and verbal communication skills.
Thorough understanding of customer service operations and strategies.
Outstanding interpersonal and organizational skills.
Demonstrated ability using MS Windows and WFM applications.

Working Conditions:

Environment (Office, warehouse, etc.) – General office environment

Physical Requirements (Lifting, standing, etc.) – General office demands

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Contact Information:.

Company:  McKesson Specialty Pharmaceuticals