Customer Care Advisor

Walgreens is the nation's largest drugstore chain with fiscal 2010 sales of $67 billion. The company operates 7,689 drugstores in all 50 states, the District of Columbia and Puerto Rico. Each day, Walgreens provides nearly 6 million customers the most convenient, multi-channel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice in communities across America.

Responsible for responding to high volume telephone inquiries about the company’s products or services following standard scripts and procedures, working under direct supervision. Ensures customers receive efficient and courteous service.

* Resolves routine, general questions and problems submitted by customers via phone with limited variety following established guidelines and standard scripts and procedures. Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level. * Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties. Documents customer interactions, records details, complaints, comments and actions taken. * Coordinates with other functional areas as necessary. Refers unresolved customer grievances as designated by the departments for further investigation. * Contacts customers to respond to inquiries or to notify them of investigation results and planned adjustments. * Handles inquiries on one or more product lines.

**Basic Qualifications** * High School Diploma or GED. * Intermediate level keyboarding skills (at least 30 WPM, touch typing, formatting documents, 10-key numeric pad). * Basic level PC skills (for example: start up and shut down computer, use mouse to point and click, start and close programs, switch between programs, save files, print documents and/or access information on-line). * Basic Internet Explorer skills to include opening a browser, typing in URLs in the correct location, using a search engine, bookmarking a site, navigating using back/forward/stop buttons, and filling out forms online. **Preferred Qualifications** * At least one year of customer service experience in a call center environment. * Experience in Retail or healthcare * Experience providing customer service to internal and external customers, including meeting quality standards for services, and evaluation of customer satisfaction.