Primary Duties and Responsibilities:

• Resolves customer inquiries, requests, and account-related issues using approved procedures and knowledge resources.
• Reviews customer requests and supporting documentation for completeness, and records case details, actions taken, and resolution outcomes in designated systems to maintain accurate, audit-ready records.
• Monitors assigned work queues, tickets, and transaction volumes, and executes production tasks on schedule to meet service and quality standards.
• Coordinates follow-up with internal teams, serves as liaison between Operations and Development on systems design, modifications, and troubleshooting, and escalates non-standard issues through defined paths.
• Partners with Product, Operations, and Development teams to align support activities with customer experience objectives.
• Serves as a subject matter expert (SME) for Product and Customer Success on backend processes and Cencora Benefits eServices capabilities.
• Develops and manages customer monitoring plans to establish baseline trends and action plans for variances.
• Identifies recurring issues, documentation gaps, and process delays, and recommends solutions and standard procedures that streamline the build process and improve the customer experience.
• Maintains job aids, templates, and reference materials as directed to support consistent service delivery.
• Completes client-specific projects with consistent quality, value, and timeliness.
• Completes technical training to support continued growth within Customer & Quality Services.

Experience and Educational Requirements:

• Bachelor's degree in business, communications, operations management, health care management, mathematics, or a related field, or equivalent experience required.
• 2+ years of experience in customer support, customer operations, electronic health record applications, or a related field required.
• Certification in quality management, project management, or process improvement preferred.

What Cencora offers

We provide compensation, benefits, and resources that enable a highly inclusive culture and support our team members’ ability to live with purpose every day. In addition to traditional offerings like medical, dental, and vision care, we also provide a comprehensive suite of benefits that focus on the physical, emotional, financial, and social aspects of wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. To encourage your personal growth, we also offer a variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more. For details, visit https://www.virtualfairhub.com/cencora

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned

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