Call Center Customer Service Specialist

Title: Customer Injury Care Coordinator

Location: Deerfield, IL (Onsite 4 days per week)

Duration & Type: Initial 6-month Contract with chance for extension or conversion

Compensation: Competitive hourly W2 rate ($), Access to Healthcare & Dental Insurance Plan of Choice (details available upon request)

Summary: Chamberlain Advisors is partnering with a nationally recognized retail pharmacy organization to identify a Customer Injury Care Coordinator to support the centralized services and liability intake function. This role serves as the primary case owner for incidents involving alleged customer injury, property damage, and external pharmacy-related events across retail locations nationwide. The Coordinator operates as both a customer advocate and operational risk liaison — ensuring cases are documented accurately, escalated appropriately, and managed through resolution while delivering a high-touch customer experience.

This is a highly visible, field-facing role that blends customer service, case management, risk mitigation, reporting, and cross-functional communication
. The ideal candidate thrives in structured processes, communicates confidently in sensitive situations, and demonstrates strong analytical judgment when assessing potential exposure and escalation needs.

Click Apply Now to join the Chamberlain experience.

• Take full ownership of customer injury and liability-related incidents reported through the centralized call center.
• Evaluate each case independently to determine exposure risk, escalation needs, and next steps.
• Document all interactions, actions, and updates within internal case management systems.
• Manage cases from intake through resolution, ensuring timely follow-up with all stakeholders.
• Communicate directly with customers and patients regarding alleged incidents with empathy and professionalism.
• Partner with store leadership, pharmacy management, Healthcare Supervisors, and internal/external business partners.
• Escalate high-exposure or critical cases to appropriate leadership levels.
• Provide clear guidance to field teams regarding druggist liability cases (alleged harm only).
• Create, manage, and analyze weekly, monthly, and daily reporting on liability intake performance.
• Track case trends, exposure patterns, and customer experience metrics.
• Communicate insights and business outcomes to field leadership and internal stakeholders.
• Provide ongoing feedback to improve program efficiency and customer outcomes.
• Support training efforts for centralized call center intake agents on the Liability Intake Program.
• Provide documentation guidance to ensure accuracy and compliance.
• Adapt processes in response to evolving regulatory, risk, and pandemic-related guidelines.
• Deliver program updates and opportunities to store management and field leadership.

• High School Diploma or GED required.
• Minimum of 2+ years of customer service experience (call center, retail operations, healthcare, or related environment preferred).
• Experience handling sensitive, escalated, or high-risk customer interactions.
• Strong documentation and case management skills.
• Ability to analyze situations independently and determine appropriate escalation paths.
• Proficiency using internal databases or case tracking systems.
• Experience generating and interpreting reports (Excel or similar reporting tools preferred).
• Strong written and verbal communication skills.

• Experience in retail pharmacy, healthcare operations, insurance, or liability/claims environments.
• Exposure to incident management, risk mitigation, or compliance-based workflows.
• Experience training or guiding frontline call center agents.
• Comfort navigating changing regulatory environments.

Our fortune client seeks innovative and intelligent individuals to join their team. Here is your opportunity to join one of the largest healthcare and retail pharmacy companies in the U.S, with more than 10 million customers, over 8,000 retail stores, and a presence in multiple countries. Our client is constantly creating groundbreaking ways to meet customer needs, improve their health, and be a…