Customer Service Representative

About Southend Pharmacy

Southend Pharmacy is a modern 503A compounding pharmacy focused on longevity-aligned therapeutics.

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. This role is key in gathering feedback to enhance offerings and the overall customer experience.

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.
• New hires will transition from the training schedule to the regular work schedule. Applicants should commit to both.

Key Responsibilities

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

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.
• A commitment to continuous learning and delivering exceptional service.

Preferred Requirements

• Bilingual language skills (e.g., English and Spanish) are a significant plus.
• Prior experience in a pharmacy or healthcare customer service environment.
• Prior experience working in a high-volume call center or customer support environment with in-office collaboration and team-based operations.
• Working knowledge of Google Workspace (Docs, Sheets, Gmail, and 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 while maintaining accuracy and providing a high level of customer service.
• Strong typing and data entry skills.

Physical Requirements

• Ability to sit for extended periods of time 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.