Digital Customer Service Representative (DCSR)

Akina Pharmacy•Sterling, VA

1d•$18 - $22•Remote

About The Position

The Digital Customer Service Representative (DCSR) is a key player in Akina Pharmacy’s commitment to providing exceptional service through digital communication channels. This role specializes in handling customer interactions via live chat, email, online reviews, and AI-assisted chatbot responses, ensuring timely, accurate, and compassionate communication. As a DCSR, you will manage high volumes of online inquiries, resolve customer concerns efficiently, and maintain Akina Pharmacy’s reputation by engaging with patients and providers across multiple digital platforms. You will also play an active role in refining AI chatbot responses and updating knowledge bases to enhance automation and improve customer satisfaction. Success in this position requires strong written communication skills, attention to detail, and the ability to handle multiple digital conversations simultaneously while maintaining performance metrics such as response time, resolution rate, and quality assurance. At Akina Pharmacy, we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, tech-driven environment and are passionate about providing efficient and high-quality digital customer service in the healthcare industry, this role is for you.

Requirements

Minimum of 1-2 years of experience in a customer service role, preferably in a digital call center or healthcare setting.
Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically.
Ability to handle multiple inquiries simultaneously across different digital channels.
Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment.
Proficient in using customer relationship management (CRM) systems, chat systems, and Microsoft Office applications (e.g., Word, Excel, Outlook).

Nice To Haves

AI experience (e.g. ChatGPT, OpenAI, DataAnnotationTech) preferred.

Responsibilities

Provide prompt, professional, and compassionate responses to customer inquiries via online channels like email, live chat, social media, and company websites.
Ensure consistent, excellent communication that reflects Akina Pharmacy’s core values and service standards.
Personalize interactions to build trust and maintain positive relationships with patients and providers.
Meet or exceed strict response time goals (Chat: < 1 minute, Email: < 30 minutes, Online reviews: <24 hours).
Ensure responses are accurate, compliant (HIPAA), and solution-oriented.
Maintain quality standards through clear, concise, and empathetic messaging.
Troubleshoot and resolve customer concerns through clear, solution-focused communication.
Collaborate with customer service representatives, pharmacists, and pharmacy technicians to escalate and resolve complex issues.
Identify frequent inquiries and pain points, recommending process improvements for better service.
Monitor, manage, and respond professionally to online reviews, addressing concerns and highlighting positive experiences.
Track customer sentiment and recurring feedback trends, escalating key insights for service enhancements.
Help maintain Akina Pharmacy’s reputation by fostering constructive, brand-aligned engagement.
Review and analyze chatbot interactions to identify gaps in AI responses.
Provide feedback and recommendations to improve the chatbot’s accuracy, efficiency, and customer satisfaction.
Regularly update and refine the customer service knowledge-base, ensuring it aligns with real-world customer needs.
Work with internal teams to test and optimize chatbot responses based on evolving customer inquiries.
Coordinate chat interactions (50-60 per day).
Answer inbound email requests (50-60 per day).
Manage review responses (5-10 per week).