Customer Experience Technician Supervisor

Fleet Glass Services, Inc.; Madison, Northern (WI, KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health coverage

401(k) with 5% match

Paid time off

Holidays

Referral bonus $500

Prescription benefits

Job summary

Belmar Pharma Solutions seeks a Customer Experience Technician Supervisor to lead a team delivering superior patient care and efficient pharmacy operations. You will ensure compliance with pharmacy regulations, oversee workflows, and drive quality metrics across the CX department.

The role requires Wisconsin pharmacy technician certification, strong customer service and leadership abilities, and experience in a retail pharmacy setting. Join a company that values wellness and accountability.

Qualifications

• High School Diploma or equivalent required.
• Current Wisconsin Pharmacy Technician certification or ability to obtain within 60 days.
• Registered as a licensed technician or provisional license.
• Excellent customer service skills with empathy and strong communication.
• Ability to identify problems and recommend solutions.
• Experience with Microsoft Office, data entry, email and internet.
• Team player with strong work ethic; supervisory experience preferred.
• Experience in a retail pharmacy environment is a plus.

Responsibilities

• Demonstrate superior knowledge of pharmacy rules and regulations.
• Ensure productivity, engagement, and quality metrics are met.
• Train, supervise, and participate in evaluations of staff.
• Communicate goals and standards clearly to staff.
• Monitor efficiency metrics and provide quality reporting.
• Develop schedules and monitor workflow.
• Collaborate with Operations Manager and Pharmacist Manager on policies.
• Manage time to oversee workflows and projects; lead the team.
• Foster teamwork, manage performance, and encourage participation.
• Interpret prescriptions and input information into LifeFile System.
• Charge cards, answer calls, and provide excellent customer service.
• Process refill requests and contact patients/doctors as needed.
• Maintain HIPAA compliance and company policies.

Skills

Customer service

Communication

Attention to detail

Problem solving

Microsoft Office

Data entry

Teamwork

Leadership experience

Education

High School Diploma or equivalent

Wisconsin Pharmacy Technician certification (or ability to obtain)

Pharmacy Technician license/registration

Job description

Since our beginning in 1985, Belmar Pharma Solutions has emerged as an industry pioneer, creating compounded medications tailored to meet individual patient needs. Today, we operate trusted Compounding Centers of Excellence across the country. Our 503A pharmacies serve healthcare providers and patients in all 50 states, Washington D.C. and Puerto Rico. Our two 503B outsourcing facilities compound manufacture hormones to meet the needs of clinical practices, delivering to 48 states.

At Belmar, our benefits reflect our commitment to wellness, respect, and accountability. We offer comprehensive health coverage, a 401(k) with 5% match with no vesting period, paid time off and holidays, $500 referral bonuses, and access to free or reduced-cost prescriptions—because supporting our team enables us to deliver unmatched care.

The Customer Experience Technician Supervisoris responsible forprovidinga superiorcustomer experience to customers andfosteringa supportive environment foroptimalpatient care.TheCXC Technician Supervisor manages thedepartmentworkflow andis responsible forleading and managingthe teamto achieveoptimaloperational productivity.This rolewill support Belma Pharma Solutions management in carrying out the mission of the company.

Responsibilities

• Demonstrate superior knowledge of all pharmacy rules and regulations
• Ensureappropriate operationalproductivity, engagement, and quality metrics areestablishedand met
• Train, supervise, andparticipatein performance evaluations of assigned staff
• Ensure performance goals, expectations, and standards are clearly understood by staff
• Assistin monitoring efficiency metrics by gathering relevant dataand providingquality reporting.
• Develop and direct work schedules andmonitorworkflow
• Work closely with theOperationsManager and CX PharmacistManagerto implement new policies andinitiatives
• Manage time effectivelyto overseeworkflows, employees, and complete project related work
• Collaborateand encouragea team environment, manageperformance, and participation
• Interpret faxes, e-scripts, verbal, and written prescription orders
• Input allinformation intoLifeFileSystem
• Charge credit cards for orders
• Answer patient phone calls and provide excellent customer service
• Process refill requests from patients and doctors’ offices
• Call patients about new prescriptions and IVR requests
• Call doctors for refill requests
• Maintain compliance with company and HIPPA patient confidentiality requirements
• Follow all policies and procedures set forth by company
• Perform other duties as assigned

Qualifications

• High School Diploma or equivalent
• Current Wisconsin Pharmacy Technician certification or ability to take Wisconsin Pharmacy Technician examination within60daysof employment as required by state law
• Registered as a licensed technician or provisional license
• Mustexhibitexcellentcustomer servicesskills andempathy
• Excellent communication, listening skills and attention to detail
• Ability toidentifyproblems and recommend solutions
• Experience with Microsoft Office products, data entry, email, internet
• Enjoyworkingin a team environment
• Strong work ethic
• Previoussupervisory experiencepreferred
• Experience working in a retail pharmacy preferred