Customer Support Supervisor

Overview

Pharmacy Tech - Customer Support Supervisor

Consonus Pharmacy in Milwaukie, OR is hiring a Support Center Supervisor to join our team.

Consonus Pharmacy is a closed-door long-term care pharmacy specializing in the needs of Nursing Facility and Assisted Living patients and their caregivers. We are looking for a goal-oriented, dedicated Supervisor who can coach and motivate Support Center technicians as they field calls from customers. The Support Center Supervisor will participate in hiring employees and assist in the training process, ensuring that every technician is well prepared for their calls. They will continue to support technicians after training by monitoring their progress, ensuring that they understand and meet expectations, by answering their questions, and by providing them with ongoing coaching opportunities and inspiration. The Support Center Supervisor should be analytical, supportive, and prepared to act as a resource to technicians.

To succeed as a Support Center Supervisor, you should be focused on helping your team build the necessary skills and knowledge to better support customers. You should have the ability to instill a sense of company culture and departmental ownership, thriving in a fast paced environment. This is a full-time position located in our Milwaukie Pharmacy location. Hours and days of the position vary and qualified candidates should be able to work day shifts, and some weekends and evenings as Manager on Duty.

Support Center Supervisor Responsibilities

• Assist in department workflow by taking routine customer calls
• Participate in hiring, training, and preparing Support Center representatives to respond to customer questions and complaints and to troubleshoot problems.
• Ensure technicians understand and comply with Support Center performance standards, organizational objectives and policies, and regulatory requirements.
• Identify operational issues and suggest possible improvements to manager; then participate in developing and implementing process improvements and standard work in collaboration with other pharmacy leadership and teams.
• Monitor, evaluate and document technician performance, providing learning or coaching opportunities, and take timely corrective action, if necessary.
• Prepare reports and analyze data to assist management with determining Support Center goals.
• Work with other supervisors and management team members to support technicians’ workflow and maximize customer satisfaction, including timely review and response to CAR reports.
• Execute scheduling and shift planning based on workflow and manage payroll through an HRIS
• Maintain communication with the Central Operations manager, attending weekly meetings and completing other assignments per the needs of the department.
• Lead/coordinate routine stand-up and training/Kaizen meetings for both on and offsite technicians
• Perform other duties as assigned.
  
  

Qualifications

• Current Pharmacy Technician Licensure in applicabe state required
• High School Diploma or equivalent. More education, especially in management, is preferred.
• Support Center/customer service experience required.
• Supervisory experience of 5 staff preferred.
• Proficiency with technology, especially computers, software applications, and phone systems. Framework, Docutrack, Five9 experience preferred.
• Exceptional verbal and written communication skills.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Excellent problem solving, leadership, and customer service skills.
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
  
  

EEO Statement

“Be here. Be you.”

For more than 30 years, Marquis Companies and Consonus Healthcare have been serving seniors and welcoming staff of all backgrounds, skills, and perspectives. The Marquis family of companies offer a rich heritage of embracing differences and honoring individuality. We’ve continued to grow in our appreciation of diversity in the workplace. We know it builds strength, drives innovation, and brings valuable new perspectives and energy.

We’re committed to making our workforce an even greater reflection of the people and communities we serve, and we are honored our employees have chosen to work at Marquis and Consonus. Everything we do as a company is driven by our mission to help those we serve, and each other, live the best rest of our lives.

That means you being you - without apology or compromise. We value your every uniqueness and continue to curate, nurture, and sustain an inclusive culture. It’s the foundation of who we are and the evolution of our collective future.