Customer Success Coordinator, ScriptDrop

GoodRx

1d•Hybrid

About The Position

GoodRx is the leading prescription savings platform in the U.S., trusted by over 25 million consumers and 750,000 healthcare professionals annually. The company provides access to savings and affordability options for medications at more than 70,000 pharmacies nationwide, along with comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on prescription costs, aiming to provide convenient and affordable healthcare solutions for consumers, employers, and health plans. The Customer Success Coordinator for ScriptDrop serves as the primary point of contact for all business levels, handling incoming calls, chats, and emails from customers, delivery partners, and patients to resolve issues and answer questions. This role also manages critical day-to-day internal processes to support customers. The position is vital to ScriptDrop's success, requiring high-quality human interactions and meticulous attention to detail. This role reports to ScriptDrop’s Director of Operations and collaborates with team members to deliver world-class customer support.

Requirements

Effective communication skills through phone, email, and chat interactions
Ability to thrive in a high pace work environment which continues to grow and evolve
Experience with tools similar to Slack, SalesForce
Experience delivering client-focused solutions to customers
Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
Excellent listening skills
Strong verbal and written communication skills
Ability to learn new products and services very quickly
Adaptable to changing environments and business needs
Experience handling difficult or complicated customer service issues required

Nice To Haves

Some college experience preferred but not required
Experience handling various levels of business partners strongly preferred

Responsibilities

Serve as the lead point of contact for all customer support matters (inbound and outbound support) and resolve customer issues.
Accurately document customer support interactions in SalesForce cases.
Develop relationships with our customers including pharmacies, courier companies and patients.
Be the SME of all systems and processes related to supporting our customers, couriers and patients.
Utilize an array of soft skills and technical aptitude to ensure we are delivering value to our customers.
Manage day-to-day courier and pharmacy operations and assist in any manual tasks as scheduled.
Assist with challenging client requests or issue escalations as needed.
Be the first to alert the company of any system concerns.
Ad Hoc / As needed project work.