Customer Service Lead

AP MAX INC•Houston, TX

12d•Onsite

About The Position

The Customer Service Lead provides day-to-day operational leadership and real-time support to Customer Service Representatives (CSRs) while helping ensure exceptional service to customers. This position serves as a first point of escalation for complex customer concerns and provides guidance to CSRs regarding policies, procedures, systems, products, and established workflows. The Customer Service Lead supports daily queue management, service-level performance, quality monitoring, training, coaching, onboarding, and process improvement initiatives. Working closely with Customer Service leadership, Pharmacy Operations, Quality Assurance, and other internal departments, the Lead helps identify and resolve operational barriers, customer experience concerns, and workflow issues while ensuring compliance with HIPAA, patient privacy requirements, and company policies. This position serves as a subject matter expert and working leader who is expected to provide hands-on support during periods of high volume, assist with complex customer interactions, reinforce department expectations, and help maintain consistent service and operational standards across phone, chat, email, and other customer communication channels.

Requirements

High school diploma or GED.
Minimum 2 - 4 years of experience working in a high-volume call center customer service role, in healthcare or pharmacy setting with in-office collaboration and team-based operations.
At least 2 years of experience in a team lead, supervisory or comparable leadership role.
Excellent verbal and written communication skills.
Strong conflict resolution skills, and strong interpersonal skills.
Working knowledge of Google Workspace (Docs, Sheets, Gmail, and Calendar) for communication, documentation, and workflow management.
Experience utilizing a cloud-based phone and contact center platform such as RingCentral for inbound/outbound customer interactions.
Experience with LifeFile, Intercom, Nexus, and Stripe or similar platforms used for customer interactions, case documentation, and workflow tracking.
Ability to navigate multiple systems simultaneously while maintaining accuracy and providing a high level of customer service.
Ability to multitask, prioritize competing demands, manage time effectively, and remain composed in a fast-paced environment.

Nice To Haves

Associate or bachelor’s degree in healthcare administration, business, or related field.
Hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA).
Experience in a 503B or 503A pharmacy setting.
Familiarity with HIPAA regulations and patient privacy standards.
Bilingual in English and Spanish is a plus.

Responsibilities

Provide day-to-day operational leadership and real-time support to Customer Service Representatives.
Monitor daily call, chat, email, and ticket queues to support timely response and resolution.
Monitor agent availability, adherence, workload, and service conditions throughout the shift and communicate coverage concerns to Customer Service leadership.
Help redistribute work when customer volume, staffing, or service levels require operational adjustments.
Provide real-time assistance to CSRs regarding customer inquiries, systems, products, policies, procedures, and established workflows.
Support achievement of department performance goals, including service level, average speed of answer, abandonment rate, ticket response times, productivity, quality, and customer experience measures.
Handle customer contacts as needed to support service levels, high volume periods, or complex cases.
De-escalate challenging customer interactions while maintaining professionalism, empathy, and a customer-focused approach.
Ensure escalated cases are thoroughly documented within applicable systems.
Identify recurring customer issues and escalate trends, risks, or systemic concerns to Customer Service leadership.