Escalation Specialist Centralized Services WAH

Walgreens•Deerfield, IL

1d•Remote

About The Position

Serves as a leader and subject matter expert to understand and offer solutions in response to inquiries and to resolve all complaints and/or issues. Communicates with influence, ensuring that inquiries/complaints are handled to the satisfaction of the customer, patient, Leadership Team, or third party provider. Applies knowledge to guide others, makes decisions quickly and instills trust. The ability to troubleshoot, problem-solve and investigate to resolve customer complaints. Follows up to provide detailed information to our customers and/or Leadership Team members. Comfortable communicating with customers and all levels within the organization and externally. Ensures all matters are routed to the appropriate party once resolved and detailed appropriately in the CRM.

Requirements

High School Diploma or GED.
Currently meeting or exceeding established quality and productivity standards, currently a Specialist II level and 1 year total experience as a Specialist (Specialist I and/or II)
Knowledge of principles and processes for providing Excellent customer service.
Take ownership to learn and grow rapidly, from both success and failure.
Bring enthusiasm, creativity and joy to our work everyday.
Experience in identifying operational issues and recommending and implementing strategies to resolve problems and improve how we serve our customers.
Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.
Experience building and maintaining positive relationships within a team.
Knowledge of principles and processes for providing customer service.
Embraces change with excitement and a plan of success and support of the change.
Intermediate to advanced level keyboarding skills (at least 25 WPM, touch typing, formatting documents).
Intermediate to advanced level PC and Search Engine skills.
Excellent communication and presentation skills.
Must be able to communicate effectively in writing and verbally.
The ability to adapt/respond to different types of customer personalities.
Two years of experience as a Centralized Services Specialist II or in a comparable role with similar scope, responsibilities, and complexity.
Proven experience providing customer support in a contact center or comparable environment, effectively managing high‑volume phone and email interactions.

Responsibilities

Resolves/handles intermediate to complex inquiries/complaints/praises.
Takes initiative to use creative, yet practical methods to solve problems and reach the right outcome for the customer.
Provides accurate, valid and complete information by using the right methods/tools to solve problems.
Follows communication procedures, guidelines and policies.
Keeps detailed records of customer interactions and follows the appropriate process to log case details in the CRM which includes details of the contact interactions, outside partnership records details, complaints, comments, and action(s) taken.
Serves as first escalation point for problem resolution.
Anticipates the needs of the customer, takes ownership of the issue and proactively identifies solutions.
Works to resolve the issue with First Contact Resolution.
Seeks guidance from supervisory or managerial staff only for the most complex and critical or escalated questions or problems.
Including too, but not limited to issues involving legal/employee relations or other corporate teams, the issue may be handed off for resolution, but is tracked for completion.
Provides subject matter expertise on more complex issues.
Plans, prioritizes, organizes and completes work to meet established objectives/SLAs/Timelines.
Ability to multi-task, prioritize, and manage time effectively.
Understands the broader customer service landscape and monitors for company trends, notifiying Management of recurring issues or those that may escalate in high priority issues
Cultivates an innovation mindset, looks for ways to improve current processes with enhancements and ideas.
Contacts customers, physician offices, patients or third party vendors to respond to inquiries or to notify them of investigation results and planned adjustments.
Assumes mentorship role in training new Centralized Services Specialists.