CUSTOMER SERVICE SPECIALIST - SA

Job Description JOB TITLE: CUSTOMER SERVICE SPECIALIST SALARY RANGE: ☒ Hour ☐ Annual DEPARTMENT: PHARMACY FLSA: NON-EXEMPT UNUSUAL WORKING CONDITIONS: NONE REPORTS TO: PHARMACIST IN CHARGE DATE: 10/01/2026 PURPOSE OF JOB Responsible for using professionalism and excellent customer service to contact our patients regarding their refills and overall patient care. Job Duties Effectively manage large amount of outgoing calls Assist with placement of refills, transfers and/or new prescriptions Provide accurate, valid and complete information by using the right methods/tools Offer each customer the best possible service, quality, and value Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents Document complaints, as appropriate Advise on company information Take payment and insurance information over the phone accurately and promptly Suggest solutions to work through any grievances or complaints Work with Pharmacy Technicians and Pharmacists to ensure proper customer service is being delivered at all steps of the refill process Research answers or solutions as necessary Assist with shipping/delivery administrative tasks to ensure accurate and timely delivery Refer patients to a Pharmacist as needed Other job duties as assigned Minimum Qualifications High school diploma or equivalent preferred Strong phone contact handling skills and active listening Demonstrate good listening skills and patience when dealing with all personality types over the phone and in person Demonstrate ability to develop relationships with customers and coworkers Strong command of the English language with Spanish preferred High level of ownership, accountability and initiative Knowledge / Skills Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment Excellent verbal and written communication skills, strong command of grammar, spelling and style Strong computer proficiency with ability to learn new systems quickly and efficiently Ability to work within tight deadlines Physical Requirements Ability to work long days sitting in front of a computer and using a telephone Ability to lift and carry up to 30 pounds a distance of 20 yards Ability to sit at a desk and work on a computer, for up to 8 hours at a time Ability to talk on a telephone routinely throughout an 8-hour day Ability to speak, read, and write in English and Spanish (if possible) Supervisory Responsibilities None