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What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Hybrid Position for Fort Worth, Texas

Schedule: Must be able to work between the hours of 7am to 7pm Central Time, Monday to Friday.

Job Description: The Sr. Customer Service Specialist is both an internal and external customer facing role. The Specialist will be responsible for a limited book of business (3-5 High Profile Accounts) that are members of the US Oncology Network and PSaS. They are single-handedly responsible for their day-to-day business, which includes but not limited to order processing, calls, order tracking, quarterly buy-ins, assisting with new account sets up, Customer Center training and assistance to ensure customer satisfaction for that book of business. In addition to the customer, they are also responsible to help with trouble shooting and problem solving, day to day activity, product knowledge and sales reporting. Daily use of Salesforce and the SAP reporting software will be an active part of this position. Any reporting either daily/weekly/monthly for the customer as requested by the customer, Sales Team, Support Team, and Stakeholders will fall solely on the Dedicated Representative’s list of responsibility.

The Sr. Customer Service Specialist must possess a strong knowledge of SAP, Finesse, and Multiple Microsoft Office applications such as Excel, Word, and PowerPoint. Excel skills will include formatting, the use of multiple functions, charts, and various tables. They must be able to work under a restrictive time schedule and work well under pressure. They are also required to monitor and resolve assigned Salesforce cases in their queue and manage any stretch projects or assignments as given to their supervisor. The representative must also have a strong knowledge of the USON Network and PSaS, its members, its sales strategy and goals and overall policy and procedure for the Network.

As both an internal and external customer facing member of the MSH team, the Sr. Customer Service Specialist is to conduct themselves in a professional manner always. The Sr. Customer Service Specialist treats both internal and external customers with empathy and always strive to provide our customers first contact resolution.

If selected, the candidate must be willing to work in a high-volume contact center environment where they are seated at a desk, process information on a computer, answering calls through a headset and research and resolve customer inquiries via email and case management for the extent of their shift. Upon completion of training, the agent will be required to pass the Effortless examination as well as meet or exceed all KPI’s (Call Quality Monitoring, Case Evaluation, Effortless, Adherence to schedule, Interactions and RightTime).

Position Responsibilities:

• Enters Assigned Customer Orders received via phone, email, or fax.

• Tracks and provides status updates on all orders placed by their assigned book of business.

• Monitors assigned email to case Salesforce Queues.

• Ensures that the assigned queues are worked on a regular basis.

• Monitors and responds to emails as needed through Salesforce.

• Answers phones and assists customers with concerns as needed.

• Assist customers with order requests, returns, credits and re-bill process initiation and general product inquires.

• Research and answer shipping and delivery questions.

• Directs customers to proper departments when issues are outside of their assigned scope of business.

• Collaborates closely with the customer to identify trends and concerns to be proactive in resolution.

• Serves as a subject matter expert on their individual book of business.

• Assists with the live chat feature on Customer Center.

• Works directly with the customers as a liaison for the Network Organization for the assigned customers to provide the best possible service. Responsible for back office updating for the assigned customer base.

• Master Data Case opens for account updates and changes.

• Assist with onboarding of child site and new customers to the Network.

• Customer Center Credentialing

• Customer Center Training for assigned customers.

• Completes ongoing training as assigned.

• Completes assigned CCCE courses in a timely manner.

• Participates as an active member of assigned team.

• Attends all team meetings.

• Prepares for monthly 1:1’s with supervisor/manager.

Minimum Qualifications:

• Typically requires 5+ years of related experience

Additional Qualifications:

• 1 year of physicians services or pharmacy experience preferred

• Complex problem-solving skills

• Resourceful and creative in identifying ways to service the customer

• Functional networking to improve the customer experience

• Ability to work within given schedule adherence tolerances

• Strong computer and keyboarding skills

• Microsoft Office skills

• Basic Excel skills

• Works well in a team driven environment

• Well-spoken and a clear communicator both by phone and email

• Heightened sense of urgency

Our Base Pay Range for this position

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

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