As a Customer Service Associate, you will play an essential role in empowering our customers
to take their medications correctly and achieve better overall wellness. Our pharmacy features a
casual dress code in a nonretail facing environment. An active, in-state pharmacy technician
license is required to be considered.

Key job responsibilities
• Answer incoming telephone calls from Customer Care associates on a daily basis
and maintain metrics as assigned
• Make outbound calls including for a variety of purposes. Including situations deemed
urgent by clinical pharmacist team
• Assist clinical pharmacist team with outgoing MD, pharmacy, and/or customer calls
• Assist Customer Care Associates by providing guidance and feedback utilizing a
consultative approach to continually develop staff knowledge
• Complete tickets to support Customer Care Team and Clinical RPh team
• Maintain advanced understanding of all Amazon Pharmacy’s policies and
procedures as well as Amazon Pharmacy products and services
• Monitor and process all help desk assigned tasks on a daily basis
• Act as primary point of contact for escalated calls by Customer Care Associates,
handle escalated calls and follow through until resolution has been met
• Manage reporting of customer complaints and provide resolution per set SLA’s,
escalating as appropriate
• Investigate and report pharmacy errors
• Learn pharmacy laws and regulations nationwide
• Serve as a point of contact for any system or technology/software outages and notify
all appropriate parties for resolution
• Maintain confidentiality of all customer information
• Work autonomously and proactively identify areas in need of improvement
• Constant collaboration with teammates
• Customer-centric and commitment to quality
• Work a flexible schedule - shifts will possibly start and end outside of normal
business hours
• Perform other tasks assigned while working in a fast-paced environment