Digital Customer Service Representative (DCSR)

Akina Pharmacy; Sterling (VA); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Comprehensive Medical, Dental, and Vis

Paid time off

Paid Holidays

401K matching

Rewards & Recognition Program

Job summary

Akina Pharmacy is seeking a Digital Customer Service Representative (DCSR) to handle customer interactions via live chat, email, online reviews, and AI-assisted chatbot responses, ensuring timely, accurate, and compassionate communication.

You will manage high volumes of online inquiries, resolve concerns efficiently, and maintain Akina Pharmacy’s reputation by engaging with patients and providers across multiple platforms.

Qualifications

• 1-2 years of customer service experience, preferably in digital or healthcare settings.
• Strong written and verbal communication skills.
• Ability to handle multiple inquiries across digital channels.
• Proficiency with CRM/chat systems and Microsoft Office.
• AI experience with tools like ChatGPT is a plus.

Responsibilities

• Provide prompt, professional, and compassionate responses via email, live chat, social media, and web channels.
• Meet strict response-time goals (Chat <1 min, Email <30 min, Online reviews <24 hrs).
• Collaborate with pharmacists/technicians to resolve complex issues and improve processes.
• Monitor and respond to online reviews to protect the company’s reputation.
• Review and update AI chatbot responses and knowledge bases for accuracy.

Skills

Customer service

Communication

Adaptability

Detail-oriented

Technical proficiency

Microsoft Office

Tools

CRM systems

Chat systems

MS Office

Job description

Company Overview

At Akina Pharmacy, the shared purpose that drives us is to enrich the lives of the people in our care through compounded medications. As a people-first organization, we embrace the Entrepreneurial Operating System (EOS) to ensure our success by prioritizing the recruitment and development of exceptional talent.

Joining Akina means stepping into an environment where clear communication, pragmatic decision-making, and accountability are at the forefront. We are committed to empowering our team members and fostering a culture of growth and support. If you are driven by a passion for making a meaningful impact and seek a vibrant, compassionate workplace, we invite you to discover the opportunities awaiting you at Akina Pharmacy. Together, let’s build a healthier, happier community.

Position Summary

The Digital Customer Service Representative (DCSR) is a key player in Akina Pharmacy’s commitment to providing exceptional service through digital communication channels. This role specializes in handling customer interactions via live chat, email, online reviews, and AI-assisted chatbot responses, ensuring timely, accurate, and compassionate communication.

As a DCSR, you will manage high volumes of online inquiries, resolve customer concerns efficiently, and maintain Akina Pharmacy’s reputation by engaging with patients and providers across multiple digital platforms. You will also play an active role in refining AI chatbot responses and updating knowledge bases to enhance automation and improve customer satisfaction. Success in this position requires strong written communication skills, attention to detail, and the ability to handle multiple digital conversations simultaneously while maintaining performance metrics such as response time, resolution rate, and quality assurance.

At Akina Pharmacy, we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, tech-driven environment and are passionate about providing efficient and high-quality digital customer service in the healthcare industry, this role is for you.

You will love it here if you are motivated by Akina’s Core Identity Values:

• Excellence Always
• Go-Getter’s Unite
• Compassion For All
• Called To Serve

You’ll have success here if you value clear processes and get, want, and have capacity to do the following things:

Digital Customer Engagement:

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.

Response Time & Quality Assurance

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.

Issue Resolution & Proactive Support:

Troubleshoot and resolve customer concerns through clear, solution-focused communication. Collaborate with customer service representatives, pharmacists, and pharmacy technicians to elevate and resolve complex issues. Identify frequent inquiries and pain points, recommending process improvements for better service.

Reputation Management & Customer Feedback:

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.

AI Chatbot Database Management:

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.

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers:

• Coordinate chat interactions (50-60 per day)
• Answer inbound email requests (50-60 per day)
• Manage review responses (5-10 per week)

If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded.

Our company runs on EOS purely. That means as a member of this team, you will have a leader who:

• Gives clear directions and expectations
• Makes sure you have the necessary tools
• Delegates appropriately
• Has effective meetings
• Meets one-on-one with you quarterly or more, if needed
• Rewards and recognizes your performance

Experience and Qualifications

• Customer Service Experience:
  • Minimum of 1-2 years of experience in a customer service role, preferably in a digital call center or healthcare setting.
• Strong Communication Skills:
  • Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically.
• Adaptability
  • Ability to handle multiple inquiries simultaneously across different digital channels.
• Detail-Oriented and Organized:
  • Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment.
• Technical Proficiency:
  • 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) preferred.

Benefits & Perks

• 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.