Customer Service Lead
On-siteHouston, Texas, United States
Job Summary
Provide day-to-day operational leadership and real-time support to Customer Service Representatives while monitoring daily call, chat, email, and ticket queues. De-escalate challenging customer interactions, handle complex cases, and redistribute work based on volume or staffing needs. Assist CSRs with inquiries regarding policies, procedures, systems, products, and workflows to ensure service levels and quality metrics are met. Identify recurring issues and escalate trends to leadership while ensuring compliance with HIPAA and company standards. Work closely with Pharmacy Operations, Quality Assurance, and other departments to resolve operational barriers and improve processes.
Required Qualifications
- High school diploma or GED
- Minimum 2 - 4 years of experience working in a high-volume call center customer service role, in healthcare or pharmacy setting with in-office collaboration and team-based operations
- At least 2 years of experience in a team lead, supervisory or comparable leadership role
- Excellent verbal and written communication skills
- Strong conflict resolution skills
- Strong interpersonal skills
- Working knowledge of Google Workspace (Docs, Sheets, Gmail, and Calendar) for communication, documentation, and workflow management
- Experience utilizing a cloud-based phone and contact center platform such as RingCentral for inbound/outbound customer interactions
- Experience with LifeFile, Intercom, Nexus, and Stripe or similar platforms used for customer interactions, case documentation, and workflow tracking
- Ability to navigate multiple systems simultaneously while maintaining accuracy and providing a high level of customer service
- Ability to multitask, prioritize competing demands, manage time effectively, and remain composed in a fast-paced environment
- Requires prolonged periods of sitting and working at a computer workstation
- occasional lifting to 20 pounds
- Applicants must be legally authorized to work in the United States without the need for current or future sponsorship
Desired Qualifications
- Associate or bachelor's degree in healthcare administration, business, or related field
- Hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA)
- Experience in a 503B or 503A pharmacy setting
- Familiarity with HIPAA regulations and patient privacy standards
- Bilingual in English and Spanish
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