Pharmacy Enhanced Support Agent (1 Year Contract)

Job Ref 2016-210
Job Type Contract

Pharmacy Enhanced Support Agent (1 Year Contract) X 15

We are a leader in retail and pharmacy. Well-known and convenient, with an extensive store network servicing the needs of Canadians.

We are a Canadian success story of 50 years, created by recognizing needs, building relationships and focusing on doing what’s needed for our patients and customers.

And right now, that means providing more ways to care through our pharmacy services.

Our Pharmacy team at our Central office drives the strategy and service planning for our store pharmacies, to ensure our patients get the best and most innovative services to help them with their healthcare needs.

We help ensure Shoppers remains a leader in retail pharmacy, innovating new product and service offerings on a national and provincial stage, setting strategy, taking smart risks and responsibility for our recommendations, and getting things done.
Shoppers Drug Mart is one of the most recognized and trusted names in Canadian retailing, with over 1,200 Shoppers Drug Mart and Pharmaprix stores in each province and three territories. We are one of the most convenient retailers in Canada, proudly serving Canadians who believe being healthy means looking and feeling good.
Current Need:

Shoppers Drug Mart is committed to providing superior support to our Associates and their teams so that they can focus on serving our patients and customers. As the Pharmacy workflow and systems are evolving to maintain superior care to our patients, this team is an integral part of supporting the store teams as they endeavor to adopt the changes being implemented.

We are hiring: Pharmacy Enhanced Support Agents (1-year contracts) X 15.

Reporting directly to the Director, Store Experience, Pharmacy, the incumbent responds to telephone and email inquiries from the stores regarding the Pharmacy systems. The incumbent provides first level assistance to the stores and ensures responses are provided in a prompt and effective manner to achieve a high level of customer satisfaction.

Duties:

• Respond to store contact (via multi-channels) to provide first level customer service support to capture issues in a professional, prompt, and empathic manner


• Triage incidents efficiently and professionally to minimize store impact while obtaining relevant information to resolve issue


• Determine need for escalation and channel to the appropriate person or department, as necessary, to ensure accurate and timely logging of response actions


• Ensure required updates to program knowledge base, training, and testing is communicated for maintenance


• Document and communicate trends to Manager, Store Experience, Pharmacy for improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues


• Capture interaction into the appropriate tracking systems


• Attend team huddles to receive current updates on issues, concerns, and upcoming changes


• Liaise with internal departments to ensure store incidents being addressed, investigated, resolved to ensure service level agreements are met


• Maintain a high level of knowledge regarding the Pharmacy system to provide accurate responses to concerns or issues

Skills and Experience:

• Previous experience in customer service or customer advocacy role


• 2-3 years Shoppers Drug Mart / HeathWATCH NG experience


• Recent experience as a Pharmacy Assistant or Pharmacy Technician


• Knowledge of retail pharmacy workflow


• Proficiency with Microsoft Office applications such as Word, Excel and PowerPoint


• Ability to work flexible hours (including weekends) within a fast-paced and dynamic environment


• Previous coaching or training experience


• Excellent verbal and written communication skills


• Individual must be an analytical problem solver with attention to detail


• Professional, enthusiastic, dependable, and flexible


• Must take initiative and be able to work with little supervision


• Ability to contribute in collaborative team environment


• Valid driver’s license is required

Why now?
We are currently focusing on our teams at Central office, to provide the best support to our Stores and their teams, and ensure our customers and patients are best served by visiting Shoppers.

For the Pharmacy team, that means continuing to review, understand and respond to industry and customer changes, by developing new initiatives and new services valued by customers and stakeholders. And we continue to ensure traditional services continue to be valuable offerings, provided efficiently and effectively to everyone’s benefit.

And on top of that, every year, Shoppers Drug Mart employees at Central office, and in the stores of our Associate Owners, contribute more time, money and effort to great charitable causes across Canada.

Why Shoppers?
At Shoppers Drug Mart, we have always remained true to our belief that the root of our success lies with our people. We pride ourselves on providing more ways to care about our patients, customers and community.
We offer unique work, and the benefits you would expect from a large corporation, all with a smaller company feel, as well as:

• A high energy and varied workplace that strives for and rewards excellence.


• Competitive pay structures, rewarding strong and consistent performance


• A highly customizable benefits plan, including a vacation purchase option


• Peer recognition programs


• Employee discounts on in-store purchases


• Opportunities for skill development and advancement in your work


• Learning and development through our SDM University


• Strong culture of charitable and community involvement


• Unique chance to work with an organization that is committed to improving the health and well being of Canadians

Accommodation is available upon request for applicants and colleagues with disabilities.

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Shoppers Drug Mart

Shoppers Drug Mart Corporation is a licensor of full-service retail drug stores operating under the name Shoppers Drug Mart® (Pharmaprix® in Québec). Founded in 1962 by Toronto pharmacist Murray Koffler, we have grown to a national network of more than 1,250 independently owned and operated Shoppers Drug Mart/Pharmaprix stores across Canada.