Account Retention Specialist

Empower Pharmacy; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

Empower Pharmacy is seeking a dedicated Account Retention Specialist to foster client relationships and drive satisfaction. In this remote role, you will collaborate with sales and marketing teams to enhance customer retention and contribute to positive healthcare outcomes. With a strong focus on service and innovation, you will play a key role in ensuring client engagement and growth.

Benefits

Medical, Dental, and Vision Coverage

401(k) Matching

Paid Time Off

Qualifications

• Minimum of 4 years in customer service or related fields.
• Bachelor’s degree in business, communications, or related field preferred.
• Strong computer skills and CRM experience required.

Responsibilities

• Collaborates with sales and marketing to educate clients.
• Builds and maintains relationships with current clients.
• Implements strategies to enhance customer satisfaction.

Skills

Customer Focus

CRM Experience

Communication

Education

Bachelor’s Degree in Business or Related Field

Tools

Salesforce

Microsoft Office Suite

Job description

Location: Remote - (United States), United States

Job Type: FULL TIME

Req# 4473

Customer Service

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Account Retention Specialist fosters lasting relationships and drives customer satisfaction, supporting Empower’s mission to expand access to affordable, innovative medications. This role collaborates across teams to provide personalized solutions that promote retention, growth, and positive healthcare outcomes.

Duties and Responsibilities

• Collaborates with sales and marketing to educate clients on products, promoting retention and driving pharmacy sales growth.
• Builds and maintains relationships with current and past clients through regular check-ins, tracking progress, and addressing challenges.
• Analyzes account revenue loss, identifies retention needs, and develops targeted solutions to bridge gaps and restore business.
• Implements strategies to enhance customer satisfaction, proactively researching client needs and providing personalized solutions to ensure ongoing engagement.
• Maintains accurate client information in the Customer Relationship Management (CRM) system and works with cross-functional teams to identify declining accounts and address potential issues.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge and Skills

• Requires CRM experience, preferably with Salesforce, along with strong computer skills in Microsoft Office Suite, including Word, PowerPoint, Outlook, and Excel.
• Preferred qualifications include industry knowledge of pharmaceutical products and compounding, experience with Power Business Intelligence, the ability to type 45 words per minute, and a self-motivated, independent work style.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum of 4 years of experience in retention services, customer service, sales, outbound call center or related administration experience

OR

• Bachelor’s degree in business, communications, science or in a related field.

Employee Benefits, Health, and Wellness

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more:https://careers.empowerpharmacy.com/benefits/ - Link Opens in New Tab