Specialist, Pharmacy Contact Centre

at Loblaw Companies Limited
Location North York, Canada
Date Posted September 23, 2022
Category Trades & Services
Job Type Permanent

Description

Referred applicants should not apply directly to this role.

All referred applicants must first be submitted through Workday by a current Loblaw Colleague.

Location:

243 Consumers Road, Toronto, Ontario, M2J 4W8

At Loblaw, we help millions of Canadians get through their best days, worst days, celebration days, and every day. Through our innovation and quality products, we're here for our friends, neighbours, family members and colleagues.

We succeed through collaboration and commitment and set a high bar for ourselves and those around us.

We're looking for adaptable people who are thrilled to join us in our goal of helping Canadians Live Life Well . Whether you are just starting your career, re-entering the workforce, or looking for a new job, this is where you belong. We promote leaders at every level and support our people to follow their passion.

Does working with some of Canada's most versatile minds in innovation supporting retail, digital consumer solutions and analytical platforms excite you? Loblaw Technology & Analytics powers game-changing retail solutions, giving our customers the ability to live their lives well.

Come work with a team that values diverse ideas, prioritizes a culture of inclusion and develops our talent from within. Loblaw Technology & Analytics gives you the chance to excel and helps you to strive for success in a big way. Keep reading to learn more!

We are hiring: Specialist, Pharmacy Contact Centre

Reporting directly to the Director, Store Experience, Pharmacy, 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. 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 and weekend shifts) 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

What Loblaw Offers You

We offer flexibility and balance, and an environment that sets you up for success no matter where your workspace is located.

Here, you will find a phenomenal team to help you achieve your goals as you help us achieve ours! Work in our fast-paced, exciting Technology environment, helping our stores, colleagues and customers every day.

Loblaw colleagues also enjoy:
Work Perks Program
On-site GoodLife Fitness, Basketball & Volleyball courts, Ice Rink, Groceries delivered to work via PC Express, Dry Cleaning services (1PCC Office)
Tuition Reimbursement & Online Learning
Pension & Benefits
Paid Vacation

If you're up to the challenge, then we would love to hear from you. Apply today, and get the process started.

At Loblaw, we respect the environment, source products with integrity and make a positive difference in the community. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada's Top Employers.

Loblaw 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. At Loblaw, we celebrate diversity where differences are valued and supported. Commitment to being an equal opportunity employer is a priority to us, and we encourage people from all backgrounds and identities to apply to our jobs.

Accommodation in the recruitment, assessment, and hiring process is available upon request for applicants with disabilities.

We thank all candidates for their interest but please note, those candidates who meet the minimum requirements for the position will be contacted.

Loblaw is committed to sustainability by sourcing products with integrity and making a positive difference in the community. Our CORE Values - Care, Ownership, Respect and Excellence - guide all our decision-making and come to life through our Blue Culture. We offer our colleagues progressive careers, comprehensive training, flexibility, and other competitive benefits - these are some of the many reasons why we are one of Canada's Top Employers, Canada's Best Diversity Employers, Canada's Greenest Employers & Canada's Top Employers for Young People.

Employment Type:

Full time

Type of Role:

Regular

We have a long-standing focus on diversity, equity and inclusion because we know it will make our company a better place to work and shop. We are committed to creating accessible environments for our colleagues, candidates and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Please Note:
Candidates who are 18 years or older are required to complete a criminal background check. Details will be provided through the application process.

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