Customer Service Claim Correction and Investigation Agent

Summary:

In the role of a Customer Service Claim's Corrections and Investigations Agent, your core responsibility will involve processing correcting transactions for order related issues. You will also conduct comprehensive investigations and address customer inquiries and issues pertaining to product orders, deliveries, and service-related matters. Your primary objective will revolve around meticulously investigating customer queries, resolving those queries through correcting transactions and returns, to deliver prompt and effective resolutions, ultimately aiming to enhance customer satisfaction levels.

Primary Duties and Responsibililites:

• Handle virtual correcting transaction requests

• Document all correcting transactions through a CRM case Determine if credit should be provided on claims or returns

• Accurately identify the appropriate correcting transactions to ensure proper processing

• Conduct in-depth investigations into customer inquiries, complaints, and issues to identify root causes and provide accurate solutions

• Communicate effectively with internal departments via email, or chatter to gather necessary information and update them on the investigation and Correction process

• Participates in working sessions with all subject matter experts to discover and detail customer service claims

• Collaborate with internal departments such as Customer Service, Continuous Improvement, and Quality Assurance to address complex customer cases and escalate as needed

• Document investigation findings, actions taken, and resolutions in a clear and concise manner for record-keeping and future reference

• Analyze trends in customer issues to recommend process improvements and enhance customer experience using Master Control, Salesforce and other data tools

• Adhere to company policies and procedures while handling sensitive customer information and maintaining confidentiality

• Meet service level agreements (SLAs) by resolving customer inquiries within defined timelines and maintaining high-quality standards

• Assists in creating action plans to correct and confirms the suggested actions are taken

• Fosters an environment of critical thinking and process/continuous improvement

• Other duties as assigned

Required Skills and Qualifications:

• Proven experience in customer service, investigation, or related fields

• Strong communication skills with the ability to empathize, listen actively, and articulate solutions clearly

• Analytical mindset with the ability to problem-solve and make data-driven decisions

• Detail-oriented approach to investigations and documentation

• Proficiency in using CRM systems, ERP platforms, and Microsoft Office tools

• Ability to work independently and collaboratively in a fast-paced environment

• Prior experience in handling customer escalations and complex cases is a plus

• High school diploma or equivalent; bachelor's degree preferred

• Previous experience in customer service, investigations, or related roles

• Certification in customer service or investigative techniques is advantageous

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

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