Customer Experience Representative

Job Purpose:

Reporting to the Director, Retail Support Services, the Customer Experience Representative is responsible for responding to customer enquiries and requests across multiple channels and proactively working with business partners to resolve any issues in a timely and professional manner. 

Principal Responsibilities:                                                                       

• Providing an exceptional customer experience always
• Conducting telephonic intake of any customer feedback, complaints or inquiries and taking steps to provide first call resolution
• Reviewing electronic correspondence from customers, across several channels, and actively prioritize, resolve & follow up with relevant business partners to ensure timely resolution
• Accountable for investigating all customers issues and to work with other business partners to resolve the issues
• Keep accurate, detailed and professional records of customer interactions, including details of inquiries, complaints and comments. Advancing any issues that need further investigation to the appropriate department
• Complete timely and consistent follow up with customers for all issues
• Answering in-bound calls for Credit Card Registration and process customer Tokenization records
• Customer follow-up to determine satisfaction levels
• Fulfill reporting requirements related to customer response stats, resolution time and issue details
• Other duties as assigned by Rexall Pharmacy Group Ltd.

Knowledge, Skills, & Experience:

• High School diploma or equivalent
• Minimum 2 years of customer service call centre experience
• Minimum 2 years of dispatching experience
• Willing to perform evening & weekend on call work, as assigned
• Excellent customer service and phone skills 
• Background check for Tokenization
• Excellent verbal and written communication skills and professional telephone etiquette.
• Strong customer service skills and ability to deal with people sensitively, tactfully, and professionally always.
• Conscientious with strong attention to detail and follow-up skills.
• Demonstrates motivation and ability to serve others and resolve issues.
• Exceptional problem solving and investigative skills.
• Exceptional conflict resolution, negotiation, and objection handling skills.
• Demonstrated organizational skills, ability to multi-task and work well under pressure.
• Proficiency in Microsoft Office Suite.
• Strong work ethic and positive team attitude

Context & Environment:

Able to perform in a fast-paced environment. Performance is measured based on the output of the customer experience provided to customers. All aspects of the job require a high degree of confidentiality and accuracy. Work cross-functionally to build a good rapport and working relationship with internal and external partners.

Internal Communications:

Must be able to effectively connect with all levels within Rexall Pharmacy Group Ltd.

• RSC Business Partners Support Team Directors/Managers
• Field VPs, District Leaders and Pharmacy Practice Leads
• Pharmacy Services
• Category, Merchandising and Supply Chain Team 
• Rexall Store Managers and Pharmacy Managers
• Loss Prevention 

External Communications:

• Vendors
• Customers