Full Job Description
As a DermRX Customer Service Representative (CSR); you will deliver excellent customer care and create sustainable value for customers via inbound calls, outbound calls, and through our messaging systems. The right candidate is a team player with high-energy with previous experience in customer relations preferably in a call center environment. As a CSR; you will thrive in a process-driven environment where high standards must be met. The ability to self-manage and self-motivated is a must in this role. The ability to combine knowledge of the product, good work ethic, effective time management skills, and human relations skills to meet performance standards and positively influence the client's image. The ideal candidate will be a quick learner, highly professional, enjoys serving people, and is good-natured. The role can be remote but must be willing to go to the Dallas office for training for 2-3 weeks. Must be willing to become certified as a Pharmacy Technician within 16 months.
In the CSR role, you will;
Engage with customers in a friendly and efficient manner while collecting customer and prescription information required to process new and refill prescriptions, including refill authorization.
Decipher the prescription or physician drug orders to determine the drug's name, strength, dosage form, quantity, and/or other special instructions written by the provider.
Proactively investigate and respond to customer service issues and inquiries in a professional and friendly manner.
This job is ideal for someone who is:
Strong Communicator – a person who is able to properly communicate in a polite and friendly manner
Caring for customers – a person who has a passion for providing the best customer experience possible
Dependable – a person who is more reliable than spontaneous.
People-oriented – a person who enjoys interacting with people to help find solutions
Adaptable/flexible -a person who enjoys doing work that requires frequent shifts in direction
Balance details with the bigger picture – a person who is able to balance a focus on the details of work with the bigger picture
Achievement-oriented - enjoys taking on challenges, even if they might fail
Autonomous/Independent - enjoys working with little direction
Innovative - prefers working in unconventional ways or on tasks that require creativity
High stress- tolerance - thrives in a high-pressure environment and is able to remain calm when faced with stressful situations.
Must be able to ensure data integrity, customer satisfaction, continuous improvement, quality & volume of prescriptions processed.
Must be able to process high volumes of prescriptions with high accuracy and data quality.
Must be able to effectively troubleshoot and problem solve minimizing re-work by having thorough attention to detail.
Exceptional interpersonal skills have a friendly attitude to external customers and co-workers.
Practice and promote teamwork and cordial respect at all times throughout the pharmacy.
Must be highly organized, self-motivated, self-disciplined.
Must have the ability to use sound judgment in day to day work.
Must be able to follow operational procedures effectively and efficiently.
Must maintain accurate records and document actions taken while maintaining confidentiality.
Communicate respectfully and effectively with fellow co-workers, patients, and medical providers.
Strong prioritization, organizational, and time management skills.
Must maintain excellent interpersonal and customer service skills.
Computer skills and knowledge of pharmacy, word processing, database operations, spreadsheets, and other software systems
Education & Experience
5+ years of strong, proven customer service in a call center environment.
Must have at a minimum a bachelor's degree
Must be willing to get and maintain a license from the state board for Pharmacy Technician.
Proficient with Microsoft Office Suite and related pharmacy software.
This position is subject to repeated hours of sitting, standing, performing repetitive data entry tasks, and answering and responding to phone calls