Customer Service Assistant
Pharmacy Technician Certification Board - Washington, DC

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PURPOSE OF POSITION

Provide customer service support to certified pharmacy technicians, certification candidates, and stakeholders. Primary responsibilities include: reading and responding to email support requests; following up with customers and stakeholders via phone; interpreting PTCB policies and communicating them to customers and stakeholders; collaborating with staff to identify root cause of problems; identifying trends and patterns in request types and volume; routing escalated requests to appropriate staff; assisting in certification and recertification application processing; and providing general office support to PTCB.

Function 1

Assist in resolving customers and stakeholders support requests – (60%)

· Categorize incoming customer service emails and route escalated issues to appropriate staff.

· Resolve customer and stakeholder support requests via email, phone, and fax.

· Interpret program policies and requirements.

· Utilize multiple information sources, paper and electronic, to identify and confirm requested information, and ensure accuracy.

· Evaluate required information and documentation provided by customers in conjunction with support requests; e.g. name change documentation.

· Identify and implement process improvements to increase efficiency and/or customer satisfaction.

· Review outgoing communications for accuracy and consistency with internal guidelines and style guides.

· Assist stakeholders in verifying the certification status of pharmacy technicians.

· Assist with other department functions as assigned.

Function 2

Problem solving and investigation – (20%)

· Identify, investigate, and correct record discrepancies and errors.

· Collaborate with staff to identify the root cause of customer issues.

· Identify trends and patterns in customer request types and volume.

· Prepare detailed notes and documentation to support the resolution of contentious issues.

· Assist with other department functions as assigned.

Function 3

Assist with the implementation of certification and recertification policies and procedures – (20%)

· Review certification and recertification applications for completeness.

· Communicate application deficiencies to applicants.

· Evaluate applications for compliance with policy requirements, including the research and evaluation of continuing education programs as needed.

· Maintain documentation of activities; keep electronic and paper files organized.

· Assist with other department function as assigned.

About this company
The Pharmacy Board of New South Wales is established under the provisions of the Pharmacy Act 1964 to exercise the powers, authorities,...