Confirmation Agent

Job Title: Confirmation Agent

Department: Operations

Reports To: Natalia, Angelica, Adrian, and Juan

Job Summary:

The Confirmation Agent ensures efficient handling of the confirmation queue, maintaining accuracy in downtime, Average Handle Time (AHT), and processes. This role involves effective communication with pharmacies, thorough note-taking, and staying current with updates and procedures.

Key Responsibilities

-Confirmation Queue Management:

1. • Minimize downtime and maintain AHT within set targets.

   • Follow processes for accurate order confirmations.

   • Maintain professionalism and clarity in calls with pharmacies.

   • Take thorough notes and address clarifications.

-Stay Updated:

1. • Regularly review the newsletter for updates that impact your role.

-Utilize the Guide:

1. • Reference and follow the guide to ensure correct steps and answers for each confirmation.

-Slack Communication:

1. • Respond promptly on Slack and collaborate with the team when needed.

   • Ensure Slack notifications are enabled and monitored during your shift.

Required Qualifications

• Excellent verbal and written communication skills.

• Ability to work efficiently through a high-volume queue.

• Strong attention to detail in note-taking and following processes.

• Proficiency in Slack and other communication tools.

• Strong time management skills.

Preferred Qualifications

• Previous experience in confirmation or customer service roles.

• Familiarity with pharmacy processes and terminology.

• Experience managing AHT and minimizing downtime in a fast-paced environment.

Key Competencies

• Attention to Detail: Stay focused on accuracy during tasks.

• Communication: Maintain professional, clear communication with pharmacies and teammates.

• Time Management: Efficiently handle tasks without sacrificing quality.

• Adaptability: Adjust to changes and updates in workflows and processes.

• Problem-Solving: Identify and resolve issues in a timely manner.

Physical Requirements/Work Environment (if applicable)

• A laptop or desktop computer running Windows 10 or later.

• Reliable high-speed internet connection with at least:

*30 Mbps download speed

*5 Mbps upload speed (testable via speedtest.net).

• Backup internet connection is required.

• A dedicated work area free from distractions and background noise

Salary Range: Will be disclosed in the job offer.