Note: The job is a remote job and is open to candidates in USA. Akina Pharmacy is a people-first organization focused on enriching lives through compounded medications and exceptional patient care. The Digital Customer Service Representative will manage high-volume customer interactions across chat, email, online reviews, social media, and AI-assisted chatbot channels, resolving concerns while maintaining response-time, quality, and HIPAA compliance standards. The role also supports reputation management and improves chatbot knowledge bases and responses.
Responsibilities
- Provide prompt, professional, and compassionate responses to customer inquiries via online channels like email, live chat, social media, and company websites.. Ensure consistent, excellent communication that reflects Akina Pharmacy’s core values and service standards. Personalize interactions to build trust and maintain positive relationships with patients and providers
- Meet or exceed strict response time goals ( Chat: < 1 minute, Email: < 30 minutes, Online reviews: <24 hours). Ensure responses are accurate, compliant (HIPAA), and solution-oriented. Maintain quality standards through clear, concise, and empathetic messaging
- Troubleshoot and resolve customer concerns through clear, solution-focused communication. Collaborate with customer service representatives, pharmacists, and pharmacy technicians to escalate and resolve complex issues. Identify frequent inquiries and pain points, recommending process improvements for better service
- Monitor, manage, and respond professionally to online reviews, addressing concerns and highlighting positive experiences. Track customer sentiment and recurring feedback trends, escalating key insights for service enhancements. Help maintain Akina Pharmacy’s reputation by fostering constructive, brand-aligned engagement
- Review and analyze chatbot interactions to identify gaps in AI responses. Provide feedback and recommendations to improve the chatbot’s accuracy, efficiency, and customer satisfaction. Regularly update and refine the customer service knowledge-base, ensuring it aligns with real-world customer needs. Work with internal teams to test and optimize chatbot responses based on evolving customer inquiries
- Coordinate chat interactions (50-60 per day)
- Answer inbound email requests (50-60 per day)
- Manage review responses (5-10 per week)
Skills
- Minimum of 1-2 years of experience in a customer service role, preferably in a digital call center or healthcare setting
- Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically
- Ability to handle multiple inquiries simultaneously across different digital channels
- Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment
- Proficient in using customer relationship management (CRM) systems, chat systems, and Microsoft Office applications (e.g., Word, Excel, Outlook)
- AI experience (e.g. ChatGPT, OpenAI, DataAnnotationTech)
Benefits
- Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
- Paid time off (vacation and sick time): Take advantage of generous paid time off to recharge, focus on personal priorities, and maintain a healthy work-life balance.
- Paid Holidays (8 scheduled): Enjoy eight scheduled paid holidays to celebrate and spend quality time with loved ones.
- 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
- Rewards & Recognition Program: Be celebrated for your hard work and achievements through our dedicated rewards and recognition program.
- Training to help team members succeed.
Company Overview