Customer Service Representative

Our Company PharMerica Overview To serve as the initial point of contact for PharMerica ITu2019s End Users. Provides support on a variety of issues by responding to telephone calls, email, self- service tickets and associate requests for first tier PC, server, mainframe applications, or hardware related technical support. Monday-Friday 10:30am-6:00pm Responsibilities u2022 Provide front line support for all PC desktop technology and host computer systems. Serve customers/callers with timely, friendly and quality support. Offer personal computer troubleshooting and defined resolution support. Prioritize and analyze customeru2019s requests.u2022 Works with PharMerica Employees and External Customers by answering phone calls, emails and self-service tickets routed in a queue system in a timely manner.u2022 Ensure compliance with Service Level Agreements established by management.u2022 Assign help desk cases to the appropriate support group as defined in the IT Service Level Agreement escalation procedures.u2022 Follow up with support staff and with customer to ensure timely and satisfactory issue resolution.u2022 Log and track all calls, emails or faxes using the Help Desk automated software management tool therefore maintaining historical reports on individuals and issues. Maintain the integrity of the data within the Service Management tool by accurately documenting all support efforts within the tickets. Tickets are required to be documented real time with accurate categorization, prioritization, spelling and grammar.u2022 Communicate System Problems/Downtime to team members in a timely manner.u2022 Maintain compliance with Help Desk work instructions, processes and procedures.u2022 Adhere to the Help Desk Attendance Policy to ensure proper coverage for end user support.u2022 The Service Desk Supports: Corporate PharMerica Employees, Pharmacy Employees, Home/Hospital Employees.u2022 Performs other tasks as assigned.u2022 Conducts job responsibilities in accordance with the standards set out in the Companyu2019s Code of Business Conduct and Ethics, its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable professional standards.u2022 To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Each essential function is required, although reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications u2022 Education/Learning Experienceu2022 Required: HS Diploma or GED; Technical Schoolu2022 Desired: Associate degree or equivalent experienceu2022 Work Experienceu2022 Required: 2 years customer service experience, 2 years technical problem-solving skillsu2022 Desired: Working knowledge of ITIL & Service Desk/Call tracking software, leadership experienceu2022 Skills/Knowledgeu2022 Required: Service and Operational Level Agreement understanding (SLA and OLA)u2022 Desired: Service Desk u2013 Call Tracking and Reportingu2022 Licenses/Certificationsu2022 Desired: A+ Certification, MCSE certification, HDI Certified Help Desk Agent Certificationu2022 Behavior Competenciesu2022 Required: Customer Service Orientation. Excellent communication skills. Proven troubleshooting and problem solvingu2022 Desired: Self-motivated for continuous leaning and personal growth to advance to Level II and III positions Job Grade Competencies & Behaviors u2022 Manager On Duty Rotationu2022 Critical Ticket Ownershipu2022 Knowledge Base Contributionsu2022 Customer Communicationsu2022 Mentoring & Knowledge Transferu2022 Provides Level I Guidance About our Line of Business PharMerica, an affiliate of BrightSpring Health Services, is a full-service pharmacy solution providing value beyond medication. PharMerica is the long-term care pharmacy services provider of choice for senior living communities, skilled nursing facilities, public health organizations, and post-acute care organizations. PharMerica is one of the nation's largest pharmacy companies, offering unmatched company culture, employee development, and advancement opportunities. For more information, please visitFollow us onFacebook (,LinkedIn (, andX (. Salary Range USD $18.00 - $18.75 / Hour ALERT: We are aware of a scam whereby imposters are posing as employees from our company. Beware of anyone requesting financial or personal information. We take pride in creating a best-in-class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card, driveru2019s license, bank information, or payment for work equipment, etc.) from you via text or email. If you are suspicious of a job posting or job-related email mentioning our company, please contact us at . Click here (for additional FAQ information. Job LocationsUS-NY-UNIONDALE ID 2025-178139 Line of Business PharMerica Position Type Full-Time Pay Min USD $18.00/Hr. Pay Max USD $18.75/Hr.

Created: 2025-11-17