Customer Service Representative - Express Scripts
New
J
JobgetherPharmacy Benefits
United StatesFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- At least 1 year of previous call center or customer service experience.
- Required Skills
- Communication SkillsProblem SolvingCustomer service
Requirements
- High school diploma or equivalent required.
- At least 1 year of previous call center or customer service experience.
- Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
- Strong organizational skills and the ability to manage multiple priorities in a high-volume environment.
- Ability to remain calm, patient, empathetic, and helpful when handling difficult or emotionally sensitive situations.
- Comfortable working in a performance-driven call center environment with daily productivity and service expectations.
- Computer literacy and the ability to navigate multiple applications and systems simultaneously.
- Intermediate proficiency with Microsoft Outlook.
- Strong problem-solving skills and the ability to independently determine appropriate solutions.
- Collaborative mindset and willingness to work with cross-functional teams to resolve issues.
- Ability to work effectively in a fully remote environment with a dedicated, distraction-free workspace.
- Access to a cable broadband or fiber-optic internet connection with minimum speeds of 10 Mbps download and 5 Mbps upload.
- Ability to complete required training and maintain regular attendance during the initial 90 days of employment.
Responsibilities
- Answer inbound calls from members, healthcare providers, and pharmacies regarding pharmacy benefit management benefits and mail-order pharmacy services.
- Handle an average of approximately 70–80 customer calls per day while maintaining professionalism, empathy, and accuracy.
- Manage back-to-back calls while efficiently navigating multiple applications, systems, and screens.
- Resolve customer questions and complaints through independent problem-solving, with a strong focus on one-call resolution.
- Provide clear, accurate, and compassionate support during potentially sensitive or challenging customer interactions.
- Meet or exceed established customer service and call center performance metrics while maintaining consistent service quality.
- Attend and actively participate in all required training, particularly throughout the first 90 days of employment.
- Maintain regular, predictable attendance and follow established work schedules and procedures.
- Partner with cross-functional departments to resolve customer issues and identify opportunities to improve the overall customer experience.
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