Customer Service Assistant
Pharmacy Technician Certification Board - Washington, DC

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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.