What are the responsibilities and job description for the Customer Care Professional - Front Counter position at Stokes Pharmacy?
Why Stokes?
Stokes Healthcare is a privately-owned business comprised of two divisions: Stokes Pharmacy (503A pharmacy) and Epicur Pharma (503B facility). The two divisions operate out of separate facilities in Mount Laurel, NJ, following different regulations and are guided by different principles.
Stokes Pharmacy was founded in 1975. The pharmacy formulates custom prescription medicines for both humans and animals. The business has grown from a small, hometown operation in Medford, New Jersey, to a respected pharmacy serving the entire U.S., enabled by sophisticated online ordering and overnight shipping capabilities.
In 2016, Stokes Healthcare built a world-class facility (which became Epicur Pharma), as a testament to the commitment to providing the highest level of quality. Adding a unique offering to the veterinary industry, Epicur Pharma is an FDA Registered 503B Outsourcing Facility, producing drugs such as Tacrolimus Eyedrops, Buprenorphine Injection and Gabapentin tablets. Epicur follows Current Good Manufacturing Practices (cGMP) which are the same rules and regulations followed by commercial manufacturers.
Epicur Pharma is proud to be a pioneer in animal drug standards, offering the largest selection of manufactured drugs that are traditionally compounded. Epicur products are distributed directly to veterinary hospitals from our manufacturing facility and offered through Stokes Pharmacy for individual patient prescriptions.
Stokes Healthcare has built a reputation for unwavering quality and superb service by holding fast to the founders’ commitment to traditional craftsmanship, combined with today’s most advanced knowledge and technologies. In a field where many corporate-owned pharmacies try to compete on price, Stokes has always put safety and quality first because patients’ lives depend on it.
At Stokes, we offer competitive salaries and a comprehensive benefits package that includes medical, dental and vision coverage, life insurance, Health Reimbursement Account, Flexible Spending Account, 401(K) retirement savings plan with a generous employer match, a bonus program, paid holidays, vacation and personal time, and an excellent working environment. We are conveniently located in Mount Laurel, New Jersey, just minutes from Philadelphia and the NJ shore.
Job Title
Customer Care Professional - Front Counter
FLSA Status
Non-exempt
Reports To
Pharmacist/Customer Care Professional Lead
Job Summary
This position requires an individual who has the experience and ability to handle high call volume and/or foot traffic in an active call center environment. He/she must possess enthusiasm, diligence and resilience.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Deliver superior customer service with a friendly demeanor, can-do attitude and willingness to help at all times
- Welcome and check in visitors in proxy-click
- Ring up clients/patients on front register
- Call clients/patients to inform them when the prescriptions are ready
- File prescriptions for the customer care agents
- Open and close the front of the store
- Enter new customer information into the appropriate system and update existing customer information for all scripts that are dropped off
- Make outbound calls for declined credit cards
- Call UPS to follow up on exceptions
- Assist marketing and shipping when needed
- Process scripts in incoming
- Answer incoming calls from customers and make outbound calls to process orders received from doctor offices for refills
- Manage and resolves customer complaints with a sense of concern and urgency
- Document all call information according to standard operating procedures
- Maintain a position of trust and responsibility by keeping customer information confidential
- Demonstrate sound decision making according to established guidelines/procedures
- Continuously increase job knowledge and skills through self-motivation and in-house training
Required Education and Experience
- High school diploma or general education degree (GED)
- Customer service call center experience preferred but not required
- Must possess strong verbal, written and oral communication skills
- Must have basic to moderate computer skills and have the ability to learn new software programs quickly
- Must exhibit punctuality and low absenteeism
- PTCB Certification not required but is a plus
- Completion of Stokes Healthcare internal training class
- NJ Pharmacy Technician License is not required but is a plus
- May need to lift up to twenty-five (25) pounds on occasion
- May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day
- Finger dexterity to operate office equipment required
Eligibility Qualifications
It may be necessary to work extended hours as needed.
Competencies
- Communication Skills
- Customer/Client Focus
- Organizational Skills
- Problem Solving/Analysis
- Technical Capacity
Work Environment
This job operates primarily in an office environment. This position requires the use of standard office equipment, and frequent standing and walking.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- May sit, stand, stoop, bend and walk intermittently during the day.
- May sit or stand seven (7) to ten (10) hours per day.
- Finger dexterity to operate office equipment required.
- May need to lift up to twenty-five (25) pounds on occasion
Position Type and Expected Hours of Work
This is a full-time position. Because of the nature of the business, work schedules may vary at times.
Travel
No travel is expected for this position.
Disclaimer
The above job description is intended to describe the general nature and level of work being performed by employees assigned to this job. It is not designed to capture or illustrate a comprehensive list of all responsibilities, duties, and skills required of employees assigned to this job.
AAP/EEO Statement
Stokes Healthcare is an Equal Employment Opportunity and Affirmative Action Employer.
