Customer Service Representative

Health N Wellness RX; Maryland; On-site; USD 36,000 - 48,000; Full time

Job summary

Health N Wellness RX is seeking a Customer Service Representative to be the front-line voice for clients, resolving inquiries and guiding them through our health and wellness solutions.

You will handle calls, emails, and chats, document interactions in the CRM, and collaborate with sales and pharmacy teams to improve service delivery while aiming for high CSAT and efficient resolution.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 1–2 years in a customer-facing role, preferably in health, wellness, or retail.
• Excellent verbal and written communication with an empathetic tone.
• Proven ability to navigate and document interactions in a CRM or ticketing system.
• Strong problem-solving skills and ability to think quickly under pressure.

Responsibilities

• Respond to inbound calls, emails, and chats with accurate information and courtesy.
• Identify customer needs, troubleshoot issues, and provide step-by-step solutions.
• Document all interactions in the CRM with clear follow-up actions.
• Process orders, returns, and prescription inquiries per privacy guidelines.
• Escalate complex cases to senior staff and own until resolution.
• Meet or exceed metrics like handle time, first-contact resolution, and CSAT.
• Collaborate with sales, pharmacy, and tech to improve service delivery.

Skills

Customer service

CRM usage

Communication

Problem solving

Remote work experience

Microsoft Office

Education

High school diploma or GED

Tools

Zendesk

Salesforce

CRM software

Job description

About Health N Wellness RX

From day one, Health N Wellness RX has believed that business and enterprise can be great positive forces in the world, from the personal to the global level. Our mission is to help our clients succeed, fulfill their potential, and play their most positive and effective role in society.

About the Role

Join our dynamic team as a Customer Service Representative, where you’ll be the front‑line voice of Health N Wellness RX. In this role you’ll empower clients, resolve their concerns quickly, and help them get the most out of our health and wellness solutions.

Responsibilities

• Respond to inbound calls, emails, and chat messages, delivering accurate information and courteous service.

• Identify customer needs, troubleshoot issues, and provide step‑by‑step solutions within defined service standards.

• Document all interactions in our CRM system, ensuring data integrity and follow‑up actions are clearly recorded.

• Process orders, returns, and prescription inquiries while adhering to privacy and compliance guidelines.

• Escalate complex cases to senior staff or specialized departments, maintaining ownership until resolution.

• Meet or exceed key performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.

• Collaborate with sales, pharmacy, and technical teams to share feedback and improve overall service delivery.

Requirements

• High school diploma or equivalent; associate degree or higher is a plus.

• 1–2 years of experience in a customer‑facing role, preferably in health, wellness, or retail environments.

• Excellent verbal and written communication skills with a strong, empathetic tone.

• Proven ability to navigate and document interactions in a CRM or ticketing system.

• Strong problem‑solving skills and the capacity to think quickly under pressure.

• Comfortable meeting performance targets and adapting to evolving processes.

• Basic computer proficiency, including Microsoft Office and internet research.

Nice to Have

• Familiarity with Zendesk, Salesforce, or similar support platforms.

• Certification in customer service excellence or conflict resolution.

• Experience working remotely with a reliable home office setup.

• - High school diploma or equivalent; associate degree or higher is a plus.
• - 1–2 years of experience in a customer‑facing role, preferably in health, wellness, or retail environments.
• - Excellent verbal and written communication skills with a strong, empathetic tone.
• - Proven ability to navigate and document interactions in a CRM or ticketing system.
• - Strong problem‑solving skills and the capacity to think quickly under pressure.
• - Comfortable meeting performance targets and adapting to evolving processes.
• - Basic computer proficiency, including Microsoft Office and internet research.