Note: The job is a remote job and is open to candidates in USA. InStockRx is a technology platform that helps pharmacies connect with one another to manage inventory and better serve patients. The Customer Support Specialist serves as the first point of contact for customers and prospective clients, responding across phone, email, and text while understanding needs and routing inquiries to the appropriate team members. The role also involves developing strong knowledge of the platform and advocating for a positive customer experience.
Responsibilities
- First Point of Contact: Actively monitor and respond to all inbound communications (phone calls, emails, and text messages) in a timely, professional, and friendly manner
- Customer Triage: Listen actively to a customer's or prospect's request to accurately understand their needs
- Intelligent Routing: Based on your understanding of the platform and internal team, quickly and efficiently connect the customer to the correct person or department (e.g., a pharmacy outreach and relationship specialist, sales, or a pharmacy concierge)
- Platform Knowledge: Learn and maintain a strong working knowledge of the InStockRx platform to better identify the nature of a customer's query
- Team Knowledge: Maintain a clear understanding of who on the InStockRx team handles specific responsibilities to ensure accurate call routing
- Customer Advocacy: Ensure that every customer feels heard and supported, providing a warm hand-off to the team member who will resolve their issue
Skills
- Required: Experience as a Pharmacy Technician, or previous customer support experience in a pharmacy, shipping, or logistics environment. A solid understanding of pharmacy workflow and terminology, or of shipping/logistics processes and common customer issues, is essential to understand our customers' needs
- Exceptional Communicator: Must possess outstanding verbal and written communication skills with a professional, patient, and empathetic demeanor
- Strong Listener: Ability to listen actively, ask clarifying questions, and quickly get to the core of a person's request
- Highly Organized: Ability to manage multiple inbound channels and prioritize tasks effectively
- Tech-Savvy: Comfortable learning new software, managing digital communication tools, and working in a 100% remote environment
- Self-Motivated: Must be a disciplined self-starter who can manage their time and tasks without direct supervision
- Remote Work-Ready: Must have a private, quiet home office space and a reliable, high-speed internet connection
Benefits
- 100% remote work
Company Overview