Customer Service Representative II

Serving as the first escalation point for customer inquiries, the full-time remote Customer Service Representative II will manage inbound calls and digital engagements, assist CSR I team members, and resolve complex order issues while supporting pharmacy operations follow-up. Key responsibilities Handle 80% of inbound customer calls and messages while providing support to CSR I team members Resolve escalated situations involving upset patients, billing exceptions, and complex account issues Manage shipment claims and contact patients regarding order issues to ensure timely fulfillment Required qualifications High school diploma or equivalent 1+ year of customer service experience, preferably in phone-based or digital channels Comfortable navigating multiple software systems simultaneously Ability to type efficiently during live calls and manage multiple chats Willingness to be trained on HIPAA/PHI handling requirements