New

Customer Care Advocate

TEKsystems
$28.84 / hr
life insurance, sick time, 401(k), retirement plan
United States, Illinois, Deerfield
Apr 14, 2026
Description Manage incidents involving alleged customer injury, customer property damage, or external pharmacy events occurring at Walgreens stores nationwide; Serve as the primary point of contact for customers and work closely with internal and external business partners to gather incident details, assess escalation needs, and deliver a high level of customer service; Independently evaluate each case, own the end to end interaction process, and ensure accurate documentation throughout the lifecycle of the incident; Provide feedback and guidance to field leadership, support risk and exposure management, and contribute to cost effective outcomes by maintaining a strong customer and patient focused approach; Communicate effectively with customers, patients, retail leadership, and internal/external partners to document interactions and determine next steps; Identify high exposure or critical cases and escalate appropriately to senior leadership for timely review and action; Accurately document, track, and maintain case records in internal databases, ensuring information is current and complete; Follow up with customers, patients, retail leadership, and business partners on outstanding action items and case status; Create, manage, and analyze daily, weekly, and monthly reports on liability intake activity and program performance; Analyze data trends and communicate business results, insights, and case outcomes to field leadership and internal stakeholders; Partner directly with Healthcare Supervisors and pharmacy management to guide handling of alleged druggist liability cases (harm allegations only); Collaborate with the centralized services call center to train intake agents on the Liability Intake Program, ensuring accurate call handling and documentation; Track all Pull & Quarantines and recall actions from start to finish, ensuring tasks are completed on time, and actively follow up on recalls until substantiation is confirmed; Coordinate and share Pull & Quarantines/Recall communications with internal teams and field operations, ensuring information is clear and timely; Act as a point of contact between Compliance and other teams (Operations, Merchandising, Supply Chain, Quality, Technical) during Pull & Quarantines/Recall events; Contact Walgreens stores that have recalled items, speak to manager, and ensure items are taken off of the shelves and disposed of properly; Assist with creating and updating compliance communications, SOPs, and Job Aids; Help maintain tools and systems that support compliance tracking and reporting; Support team projects and initiatives across the entire Retail Compliance team; Assist with other areas of retail compliance, such as alcohol, food safety, tobacco, lottery, and other regulated categories; Follow up on actions to help ensure they are completed and properly documented; Keep organized records to support audits, reviews, and reporting Skills Customer service, Call center Top Skills Details Customer service,Call center Additional Skills & Qualifications High school diploma or GED required; Flexible on time; Willing to assist with after-hours emergent issues; Must be flexible and have access to laptop and work phone in case of urgent after-hours recalls; Should be able and willing to go on-site first day to get equipment and meet manager Experience Level Intermediate Level Job Type & LocationThis is a Contract position based out of Deerfield, IL. Pay and BenefitsThe pay range for this position is $28.84 - $28.84/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: * Medical, dental & vision * Critical Illness, Accident, and Hospital * 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available * Life Insurance (Voluntary Life & AD&D for the employee and dependents) * Short and long-term disability * Health Spending Account (HSA) * Transportation benefits * Employee Assistance Program * Time Off/Leave (PTO, Vacation or Sick Leave) Workplace TypeThis is a fully onsite position in Deerfield,IL. Application DeadlineThis position is anticipated to close on Apr 24, 2026. h4>About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.