Customer Service Representative

AP MAX INC•Houston, TX

2d•Onsite

About The Position

The Customer Service Representative will be the primary point of contact for our customers, proactively ensuring they receive exceptional service and support. This role is also key in gathering valuable feedback to enhance our pharmacy offerings and overall customer experience. You'll play a vital role in providing friendly, efficient, and accurate assistance to all who interact with Southend Pharmacy.

Requirements

Ability and willingness to work onsite five (5) days per week at our office located at 4802 N. Sam Houston Pkwy W. (Beltway 8 & Bammel N. Houston), Houston, Texas.
Proficiency in using computer systems, electronic health records, and other relevant software
Excellent communication and interpersonal skills, with the ability to interact effectively with diverse customer groups
Strong problem-solving and critical thinking abilities to adeptly handle a variety of situations
A commitment to continuous learning and a passion for delivering exceptional service to our customers

Nice To Haves

Bilingual language skills (e.g., English and Spanish) are a significant plus
Prior experience in a pharmacy or healthcare customer service environment
Prior experience working in a high-volume call center or customer support environment with in-office collaboration and team-based operations
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
Familiarity with Creatio or similar CRM platforms for managing customer interactions, case documentation, and workflow tracking
Exposure to or experience using Life File or similar customer record or document management systems
Comfort navigating multiple systems simultaneously while maintaining accuracy and providing a high level of customer service
Strong typing and data entry skills with the ability to document interactions clearly and accurately in real time

Responsibilities

Serve as the primary point of contact for customers, building strong relationships and proactively understanding their needs to offer tailored solutions
Respond promptly and professionally to all customer inquiries, medication orders, and requests via phone, email, and digital channels
Accurately process customer information, prescriptions, and insurance details to ensure efficient and timely order fulfillment
Collaborate closely with the pharmacy team to coordinate medication orders, shipments, and other essential customer services
Maintain meticulous records and documentation to support robust customer relationships and ensure full regulatory compliance
Identify and suggest opportunities to enhance the customer experience and improve operational processes to the management team
Uphold the highest standards of customer service, patient privacy, and confidentiality at all times
Responsible for performing other duties as assigned and required to support departmental and organizational goals