About this role
Role Overview
- Lead and supervise a team of customer service representatives (CSRs) to ensure efficient and friendly service.
- Serve as the primary point of contact for escalated customer inquiries and complaints.
- Provide coaching, training, and performance feedback to customer service staff.
- Monitor call, email, and in-person service metrics to ensure service level targets are met.
- Collaborate with pharmacy technicians and pharmacists to address customer needs efficiently.
- Implement customer service best practices and identify process improvements.
- Maintain accurate records of interactions, feedback, and customer concerns.
- Assist with scheduling, onboarding, and staff coverage as needed.
- Promote a culture of empathy, professionalism, and accountability.
Requirements
- High school diploma or GED.
- Must hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA).
- Minimum of 2 years of experience in a customer service role, in a healthcare or pharmacy setting.
- At least 2 years of experience in a supervisory or team lead position.
- Minimum 2 years of experience with pharmacy management software.
- Demonstrated proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Proven experience in conflict resolution with strong interpersonal skills.
- Ability to multitask, prioritize, and manage time effectively.
- Associate or bachelor’s degree in healthcare administration, business, or related field is preferred.