Customer Service Representative

Job Description

Job Description

Pharmacy Innovations is seeking a Customer Service Representative to join our Erie pharmacy team. In this role you will be the primary point of contact for customers seeking assistance with products or services. Your role is critical in ensuring customer satisfaction by providing timely, accurate, and empathetic support through various communication channels such as phone, email, and portal/text. You will handle inquiries, resolve complaints, and provide information about products and services, contributing directly to customer retention and brand loyalty. This position requires a proactive approach to problem-solving and the ability to manage multiple tasks efficiently while maintaining a positive attitude. Ultimately, your efforts will help enhance the overall customer experience and support the company’s reputation for excellent service.

In this role you will:

• Deliver exceptional customer service by actively listening to customer concerns, responding with empathy, and ensuring all inquiries are addressed with professionalism and care.
• Ensure timely and accurate resolution of customer issues by verifying that appropriate actions, such as prescription corrections or billing adjustments, have been completed.
• Process and manage prescription returns, exchanges, and invoices by reviewing original orders and pharmacy documentation in compliance with company policy and regulatory standards.
• Interact daily with patients and caregivers via phone, in person, or through a secure portal to provide accurate information on prescriptions, pharmacy services, and refill procedures.
• Maintain comprehensive and confidential records of all customer interactions, including inquiries, prescription issues, complaints, and resolutions.
• Proactively identify and escalate complex concerns to pharmacists or appropriate departments to ensure timely and accurate follow-through.
• Support patient retention by creating a positive and helpful experience, following up on open issues, and confirming that patient needs are met consistently.
• Process payments, manage billing tasks, provide support for account updates, and claim submission.
• Foster a compassionate, respectful, and efficient environment to ensure each patient feels valued, safe, and supported in their healthcare journey.
• Communicate effectively and confidentially with patients through our secure messaging portal to address questions, confirm order statuses, and relay follow-up information.

Minimum Qualifications:

• High school diploma or equivalent (required).
• Ability to meet all requirements for registration as a Pharmacy Technician with the State Board of Pharmacy (required).
• Proven experience in a customer service role or similar position.
• Basic computer skills and (preferred) familiarity with CRM software.
• Excellent verbal and written communication skills.
• Ability to handle stressful situations calmly and professionally.

Skills:

The required communication skills are essential for effectively understanding customer concerns and conveying solutions clearly and empathetically. Computer literacy and familiarity with CRM systems enable efficient documentation and tracking of customer interactions, ensuring continuity and quality of service. Problem-solving skills are used daily to analyze customer issues and determine the best course of action, often requiring quick thinking and adaptability. Preferred skills such as multilingual abilities and advanced software proficiency enhance the ability to serve a broader customer base and streamline service processes. Together, these skills contribute to creating a positive customer experience and fostering long-term customer relationships.