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Customer Service Specialist, Pharmacy Enhanced Support (1-Year Contract)

Loblaw Companies Ltd - Head Office

This is a Contract position in Toronto, ON posted November 2, 2020.


243 Consumers Road, Toronto, Ontario, M2J 4W8

The decision to join a company is a big one. We have opportunities for hard working, energetic and reliable people just like you.

Why is this role important?

We are hiring: Pharmacy Enhanced Support – Customer Service Specialist (1-Year Contract)

Reporting directly to the Lead, Pharmacy Enhanced Support, you will respond to telephone and email inquiries from the stores regarding various Pharmacy systems. You will be the first level of contact for stores and ensure that any presented issues are either resolved or a plan of action is clearly communicated on how resolution will be reached.

What You’ll Do:

  • Respond to store contact (via multi-channels) and troubleshoot issues, providing first level resolutions or triaging calls to appropriate teams when needed
  • Obtain information quickly and efficiently from stores and communicate appropriate next steps, setting expectations on resolution path and timing
  • Summarize complex issues to promote seamless transition of incidents between support teams.
  • Update and maintain knowledge base for a wide range of pharmacy hardware, software and networking issues so that you can continue to provide effective support in a dynamic environment
  • Identify and communicate trends for escalations and improvement opportunities, including recurring issues or patterns which will facilitate prompt resolution of issues
  • Capture and record key points of interaction into the appropriate tracking systems
  • Liaise with internal departments to ensure store incidents being addressed, investigated, resolved to ensure service level agreements are met
  • Maintain a high level of knowledge regarding the Pharmacy system to provide accurate responses to concerns or issues
  • Understand IT and Business support systems and language and how they relate to Pharmacy support

This position requires a demonstrated level of initiative and judgment in order to organize and prioritize tasks, workload, and projects. Superior communication, courtesy, diplomacy, and problem solving are required in dealing with the stores and colleagues.

What You’ll Need:

  • Proficiency in Kroll, HealthWATCH and/or Assyst Rx is an asset
  • Previous experience in customer service or customer advocacy role
  • 2-3 years Shoppers Drug Mart / Loblaws experience is an asset
  • Recent experience as a Pharmacy Assistant or Pharmacy Technician is an asset
  • Knowledge of retail pharmacy workflow
  • Proficiency with PC-based internet and software applications, including Microsoft Office applications such as Word, Excel and PowerPoint
  • Ability to work flexible hours (including overnight and weekend shifts) within a fast-paced and dynamic environment
  • Excellent verbal and written communication skills
  • Individual must be an analytical problem solver with attention to detail
  • Professional, enthusiastic, dependable, and flexible
  • Must take initiative and be able to work with little supervision
  • Ability to contribute in collaborative team environment

How You’ll Succeed: 

At Loblaw, we seek great people to continually strengthen our culture.  We believe great people model our values, are authentic, build trust and make connections. 

If that sounds like you, and you are open-minded, responsive to change and up to the challenges provided in a fast-paced retail environment, apply today.

In addition, we believe that compliance with laws is about doing the right thing.  Upholding the law is part of our Code of Conduct – it reinforces what our customers and stakeholders expect of us.

Employment Type:

Full time

Type of Role:

Temporary with Benefits (Fixed Term)

Type of Contract:

Fixed Term

Loblaw recognizes Canada’s diversity as a source of national pride and strength. We have made it a priority to reflect our nation’s evolving diversity in the products we sell, the people we hire, and the culture we create in our organization. Accommodation is available upon request for applicants with disabilities in the recruitment and assessment process and when hired.

Please Note: If you have Employee Self Service (ESS) on Workday, apply to this job via the Workday application.