Role Overview

Answer high volume incoming calls from customers, caregivers, and prescribers and assist them efficiently and professionally.
Perform daily outbound calls from various communication channels to new and existing patients, as well as curated call out lists distributed weekly.
Serve as the first line of defense for the company, upholding our standards of excellence in customer service.
Interact with customers via phone, email, chat, and in-person to provide assistance, answer inquiries, and resolve issues related to orders, shipments, and account management.
Check patient voicemails and emails and respond accordingly.
Process online orders accurately and efficiently, ensuring timely fulfillment and delivery.
Assist customers with placing orders over the phone, providing product information, pricing, and availability as needed.
Investigate and troubleshoot customer concerns, complaints, refunds/exchanges and escalations related to orders, payments, products, and deliveries.
Take ownership of issues and work diligently to find satisfactory resolutions.
Gather feedback from customers regarding their experiences, preferences, and suggestions for improvement related to the ordering, pickup and delivery process.
Communicate feedback to relevant departments to drive continuous improvement.
Collaborate with other departments, including business development, logistics, marketing and inventory management, to address customer needs and ensure smooth order processing and fulfillment.
Maintain detailed records of customer interactions, order status, inquiries, and resolutions.

Requirements

High school diploma/GED required
2+ years’ experience in a customer service role
Strong sense of professionalism and compassion required
Excellent verbal and written communication skills
Experience working with multiple CRM systems and phone experience preferred

Benefits

Medical
Dental
Vision
Telehealth – Medical
Telehealth – Mental Health Counseling
401(k) with company matching
Paid Vacation
Paid Sick Leave
Paid Holidays
Bereavement leave
Pre-Tax Flexible Spending Accounts
Basic Term Life Insurance and AD&D
Travel Reimbursement (if applicable)
Gym Reimbursement up to $50/month
& More

Texas Original

Open Positions (1)

Customer Service

Customer Experience Representative