Supervisor, Customer Service

Empower Pharmacy; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading pharmacy seeks a Supervisor for their Customer Service team to optimize call center performance and resolve issues. This role involves mentoring staff, handling customer inquiries, and ensuring quality service to support the mission of delivering affordable medications. The ideal candidate will have multiple years of pharmacy experience, showcasing strong leadership and analytical skills to drive continuous improvement.

Benefits

Medical, dental, and vision coverage

401(k) matching

Paid time off

Wellness perks

IV therapy

Compounded medications

Qualifications

• Minimum of 3 years of pharmacy or healthcare experience required.
• Registered with the Texas Board of Pharmacy as a Pharmacy Technician.
• Some college education preferred.

Responsibilities

• Supervises and mentors a team of Call Center Technicians.
• Handles escalated customer inquiries and complaints.
• Monitors team performance and key metrics.

Skills

Customer Service

Analytical Skills

Microsoft Office Proficiency

Education

High school diploma or equivalent

Job description

Location: Remote - (United States), United States

Job Type: FULL TIME

Req# 4293

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 Supervisor, Customer Service leads a high-performing call center team, optimizing performance and resolving issues to ensure exceptional customer experiences. This role supports Empower’s mission to deliver affordable, innovative medications that improve lives.

Duties and Responsibilities

• Supervises and mentors a team of Call Center Technicians and Lead Technicians, providing coaching, support, and guidance to ensure high performance and productivity.
• Handles escalated customer inquiries and complaints, resolving issues promptly to deliver a positive customer experience.
• Monitors team performance and key metrics, including call volume and customer satisfaction, implementing strategies to optimize results and achieve goals.
• Conducts training for new staff, delivers ongoing coaching, and oversees quality control analytics to ensure exceptional service and support.
• Manages team schedules, processes prescription orders and payments, prepares audit reports, and enforces company standards across all customer service operations.

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

• Demonstrates excellent customer service skills, with the ability to address the needs of both internal and external customers effectively.
• Proficient in Microsoft Office (Word, Excel, Outlook) with strong analytical and mathematical skills to interpret and calculate numerical data accurately.

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 3 years of pharmacy experience or healthcare related experience required.
• High school diploma or equivalent with some college education preferred but not required.
• Registered with the Texas Board of Pharmacy as a Pharmacy Technician.

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