Customer Service Representative

About Southend Pharmacy

Southend Pharmacy is a modern 503A compounding pharmacy focused on longevity-aligned therapeutics, clinical precision, operational clarity, and a human-first approach. Licensed in 35+ states, they support providers and patients with precision compounding and transparent processes.

About The Role

This position supports the Southend Pharmacy Customer Service team and will be the primary point of contact for customers, ensuring exceptional service and support. The role involves gathering feedback to enhance offerings and overall customer experience, providing friendly, efficient, and accurate assistance.

Work Schedule: Monday through Friday, 10:30 a.m. to 7:00 p.m.

Training Schedule (approx. 6-8 weeks): Monday through Friday, 9:00 a.m. - 5:30 p.m.

Note: New hires will complete initial training before transitioning to the regular schedule. Applicants must commit to both training and ongoing schedules.

Key Responsibilities

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

Requirements & Tech Stack

• Ability and willingness to work onsite five (5) days per week in Houston, Texas.
• Proficiency in using computer systems, electronic health records, and other relevant software.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical thinking abilities.
• Commitment to continuous learning and delivering exceptional service.

Preferred Requirements

• Bilingual language skills (e.g., English and Spanish).
• Prior experience in a pharmacy or healthcare customer service environment.
• Prior experience in a high-volume call center or customer support environment with in-office collaboration.
• Working knowledge of Google Workspace (Docs, Sheets, Gmail, Calendar).
• Experience utilizing a cloud-based phone and contact center platform such as RingCentral.
• Familiarity with Creatio or similar CRM platforms.
• Exposure to or experience using Life File or similar customer record or document management systems.
• Comfort navigating multiple systems simultaneously.
• Strong typing and data entry skills.

Physical Requirements

• Ability to sit for extended periods at a desk and working on a computer.
• Ability to communicate effectively in person, over the phone, or via virtual meeting.
• Ability to maintain focus in a typical office environment with moderate noise levels.
• Ability to perform repetitive motions with hands and arms, such as typing.