Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and sustain positive relationships with patients and providers, exceeding expectations in customer service by addressing inquiries, cancellations, and confirmations with a caring and service-oriented attitude.

• Effectively handle a substantial volume of inbound and outbound communications, including calls and live chat, to confirm orders, schedule deliveries, and resolve any concerns or inquiries from patients and providers, ensuring clear and empathetic communication.

• Manage the order process from start to finish, maintaining high productivity levels and ensuring all patient requests are processed efficiently. This includes real-time transcription of detailed notes, timely follow-ups, and properly directing escalated calls according to established workflows.

• Meet established daily qualitative and quantitative objectives, which include specific targets for outbound calls, inbound calls, chat requests managed, and order transactions completed, while upholding an outstanding patient satisfaction rating and adhering to service, productivity, and quality standards.

• Proficiently resolve customer issues, frequently collaborating with pharmacists and pharmacy technicians to provide customer-focused solutions.

⛳️ Requirements

• Customer Service Experience: At least 1-2 years of experience in a customer service role, ideally within a call center or healthcare environment.

• Strong Communication Skills: Outstanding verbal and written communication abilities, capable of managing high volumes of inbound and outbound communications in a professional and empathetic manner.

• Detail-Oriented and Organized: Demonstrated capacity to accurately document and oversee detailed customer and patient information while multitasking in a fast-paced setting.

• Technical Proficiency: Skilled in utilizing customer relationship management (CRM) systems, phone systems, and Microsoft Office applications (such as Word, Excel, Outlook).

🏝️ Benefits

• Medical and Supplementary Benefits: Akina Pharmacy provides two medical plan options with employer premium contributions of up to 85%, alongside dental and vision coverage, accident and hospital indemnity, and company-paid long-term and short-term disability options, available after 30 days of employment.

• Paid Time Off: Benefit from generous paid time off to rejuvenate, prioritize personal matters, and maintain a healthy work-life balance.

• Paid Holidays: Enjoy six designated paid holidays to celebrate and spend quality time with family and friends.

• 401K Match: Plan for your future with our 401K plan, featuring a Safe Harbor match of up to 4%.

• Rewards & Recognition: Receive acknowledgment for your hard work and accomplishments through our dedicated rewards and recognition program.

• No Cost Medication: Employees are eligible to obtain prescribed compounded medications at no cost after 30 days of employment.