To ensure we provide excellent customer service, we have a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are: do the right thing, quality matters, and question everything. We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have 15 minute weekly check-ins reviewed by their manager and quarterly 360-performance reviews to ensure clarity of job expectations. To learn more about our culture, please visit our website.

In this role, you will be responsible for typing prescriptions, answering incoming phone calls, completing Zendesk tickets, and delivering excellent customer service. You will be engaged with customers for both retention and sales support. You will be answering questions from patients and prescribers on what compounds we make, what alternative options we may have, or help them with transferring their prescriptions or processing refill requests. You will also be cross trained in the lab where you will learn to fill and prepare compounded prescriptions. This is a full time position.
Internal Title: Customer Care Specialist

Primary Duties and Responsibilities:

• Answer incoming calls from patients and doctors’ offices
• Accurately enter information and search the appropriate database system to: respond to patients' or doctors' inquiries, complete patient intakes, type new prescriptions, process refills, and check status of orders
• Call Escalation: When needed, collect data and create accurate and detailed Zendesk “tickets” for escalated calls so the appropriate party is able to assist customers
• Work with other technicians and pharmacists in the lab, preparing compounded medications
• Demonstrate exceptional, professional, and genuine etiquette and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties
• Use a variety of technology and information resources to attempt to provide First Call Resolution to customers. Follow a set of guidelines designed to provide consistent service and answers to customers
• Use your best critical thinking and problem-solving skills to try to help the customer
• Assist and work with a large team including pharmacists, data entry, compounding technicians, and shipping personnel to fulfill orders efficiently
• Fulfill other (technician) duties as assigned by supervising Pharmacist or Leads
• Assist in any duties necessary to ensure the functionality of the business

Skills and Abilities:

• Ability to effectively communicate in brief and clearly expressed manner
• Ability to read the tone of someone’s voice and measure the cadence of the conversation to determine whether the prospect is satisfied or not
• Ability to perceive, understand, harness and manage emotions
• Ability to work with technology including but not limited to PK Pharmacy Software, Zoom, Zendesk, Guru, Outlook, credit card system and use technology to become more productive
• Experience with customer service and multi-line phone is preferred
• Familiarity with drug terminologies
• Strong organizational and interpersonal skills
• Ability to build quickly on conversation and build relationships
• Ability to stay calm and positive in stressful situations
• Ability to multi-task and work in fast-past environment
• Great leadership, customer service, and teamwork skills
• Able to communicate effectively, both verbal and written, in the English language
• Attention to detail
• Ability to problem solve effectively
• Ability to follow policies and procedures, basic math skills
• Motivated self-starter with great attitude, flexibility, and entrepreneurial spirit
• Able to work under pressure to prioritize and manage workload, manage simultaneous tasks and meet deadlines within a fast paced and changing environment