243 Consumers Road, Toronto, Ontario, M2J 4W8
Take ownership and find more ways to care about our local store owners in a career at Shoppers Drug Mart Central Office / Store Support. Provide great service, specific expertise and actionable advice to support Associate-Owners and their staff in delivering the best health, beauty and convenience services to Canadians.
Why this role is important?
We are hiring: Pharmacy Enhanced Support – Customer Service Specialist
Reporting directly to the Lead, Pharmacy Enhanced Support , you will respond to telephone and email inquiries from the stores regarding various Pharmacy systems. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.
What You’ll Do:
Respond to store contact (via multi-channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
Summarize complex issues to promote seamless transition of incidents between support teams.
Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
Capture and record key points of interaction into the appropriate tracking systems
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
Understand IT and Business support systems and language and how they relate to Pharmacy support
This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.
What You’ll Need:
Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
Previous experience in customer service or customer advocacy role
2-3 years Shoppers Drug Mart / Loblaws experience is an asset
Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset
Knowledge of retail pharmacy workflow
Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
Ability to work flexible hours (including overnight, weekend shifts and Statutory Holiday's ) within a fast-paced and dynamic environment
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
Bilingual (English and French; verbal and written) is an asset
Why work at Shoppers Drug Mart?
Acting as consultants, supporting internal customers and the Associate-Owners, you will get experience unique to the retail industry while working for an award-winning national brand. Benefit from a purchase discount program, competitive pay and online learning through SDMU.
Take ownership of your work and find more ways to care about your work, co-workers, customers and community.
How You’ll Succeed:
At Shoppers Drug Mart Inc. , we seek great people to continually strengthen our culture. We believe great people model our values, are authentic, build trust and make connections.
If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.
Type of Role:
Shoppers Drug Mart Inc. recognizes Canada's diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.
In addition, we believe that compliance with laws is about doing the right thing. Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.
Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.