Customer Care Specialist

Berkeley, CA, United States

**Customer Care Specialist**

at Valor Compounding Pharmacy Berkeley, California, United States To ensure we provide excellent customer service, we have a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are: **Trust, Quality, Curiosity, Accountability, Communication and Critical Thinking**. We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have 15 minute weekly check-ins reviewed by their manager and quarterly 360-performance reviews to ensure clarity of job expectations. To learn more about our culture, please visit our website.

In this role, you will be responsible for answering incoming phone calls from new and existing patients and prescribers and delivering excellent customer service. You will be engaged with customers for both retention and sales support. You will be answering questions from patients and prescribers on what compounds we make, what alternative options we may have, or help them with transferring their prescriptions or processing refill requests. You will be completing Zendesk tickets for all incoming phone calls. You will be able to handle and close out tickets within some calls and assign others to a data entry or pharmacist queue to be handled by your colleagues.

**Primary Duties and Responsibilities:**

* Answer incoming calls from patients and doctors offices.

* Accurately enter information and search the appropriate database system to:

+ Respond to patients or doctors inquiries about compounds,

+ Complete patient intakes,

+ Process new prescriptions,

+ Process refill prescriptions,

+ Check status of existing orders and shipping

* Call Escalation: When needed, collect data and create accurate and detailed Zendesk tickets for escalated calls so the appropriate party is able to assist customers

* Demonstrate exceptional, professional, and genuine etiquette and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties

* Use a variety of technology and information resources to attempt to provide First Call Resolution to customers

+ Follow a set of guidelines designed to provide consistent service and answers to customers

+ Use your best critical thinking and problem-solving skills to try to help the customer

* Assist and work with a large team including pharmacists, data entry, compounding technicians and shipping personnel to fulfill orders efficiently

* Fulfill other (technician) duties as assigned by supervising Pharmacist or Leads

* Assist in any duties necessary to ensure the functionality of the business

**Secondary Duties and Responsibilities:**

* Accurate and complete data entry of incoming prescriptions

* Type/transcribe and process prescriptions either from continuation, from e-prescribe, or from fax intake forms, and payment processing

+ Ensure complete patient profile intake process with accuracy and sense of urgency

+ Fulfill prescriptions while working with a large team to print, pull, and perform accuracy checks

+ Make outgoing calls to patients or doctors office to verify prescription or patient information

**Skills and Abilities:**

* Ability to effectively communicate in brief and clearly expressed manner

* Ability to read the tone of someones voice and measure the cadence of the conversation to determine whether the prospect is satisfied or not

* Ability to perceive, understand, harness and manage emotions

* Ability to work with technology including but not limited to PK Pharmacy Software, Zoom, Zendesk, Guru, Outlook, credit card system and use technology to become more productive

* Experience with customer service and multi-line phone is preferred

* Familiarity with drug terminologies

* Strong organizational and interpersonal skills

* Ability to build quickly on conversation and build relationships

* Ability to stay calm and positive in stressful situations

* Ability to multi-task and work in fast-past environment

* Great leadership, customer service, and teamwork skills

* Able to communicate effectively, both verbal and written, in the English language

* Attention to detail

* Ability to problem solve effectively

* Ability to follow policies and procedures, basic math skills

* Motivated self-starter with great attitude, flexibility, and entrepreneurial spirit

* Able to work under pressure to prioritize and manage workload, manage simultaneous tasks and meet deadlines within a fast paced and changing environment

**The ideal candidate would meet the following requirements:**

* Minimum of High School Diploma / G.E.D.

* Preferred experience with Pharmacy software or other retail database systems

* At least 2-3 year customer service experience; Preferred pharmacy experience or healthcare experience

* Type at least 60 wpm

* Pass drug screen test, background check, pre-employment verification process

* Read, understand and be compliant with HIPAA

* Preferred Licensed Pharmacy Technician with good standing with the Board of Pharmacy

* Proficient in CA pharmacy law pertaining to Pharmacy Technicians

* Working Conditions: Standing, walking, sitting, reaching above shoulders, reaching waist level, reaching below knee, climbing, lifting above shoulder up to 20 lbs and lifting waist level up to 20 lbs.

**Why Work At Valor:**

* You want a career in pharmacy or compounding

* You want to help patients and physicians learn about alternative medications

* You are looking for opportunities for growth and promotions

* You love learning new skills and are open to feedback to improve your work product

* You believe in and can demonstrate our core values

* You value having a 15-minute weekly check-in reviewed by your manager and quarterly 360-performance reviews to ensure clarity of job expectations and growth

* You are comfortable with fast-paced, dynamic, and growing pharmacy business in the heart of Berkeley, CA

* Full-time employees are eligible for company benefits including medical, dental, vision, wellness benefits and much more. 401k retirement plan plus company safe harbor match program

**COVID-19 considerations:**

Our pharmacy is closed-door at this time during COVID-19 and all visitors must be buzzed-in, sign a visitor log, answer COVID-19 health questions, and have their temperature taken. Masks, plexiglass guards, and garbing are all standard.

Valor Compounding Pharmacy, Inc. is an At-Will and EEO employer. We have a diverse group of hardworking people who thrive in dynamic environments. In 2020, Valor was ranked in Inc. 5000's Fastest Growing Private Companies, awarded by the San Francisco Business Times Leadership Trust, and accredited by the Pharmacy Compounding Accreditation Board (PCAB). We are a multi-state licensed 503A sterile and non-sterile compounding pharmacy. We pride ourselves on our innovation, data driven decision making, and quality in patient care, medications, and experience.

We adhere to the California Consumer Privacy Act (CCPA). For information about our privacy policy, please visit our .

Valor Compounding Pharmacy, Inc. is an At-Will and EEO employer. We have a diverse group of hardworking people who thrive in dynamic environments. In 2020, Valor was ranked in Inc. 5000's Fastest Growing Private Companies, awarded by the San Francisco Business Times Leadership Trust, and accredited by the Pharmacy Compounding Accreditation Board (PCAB). We are a multi-state licensed 503A sterile and non-sterile compounding pharmacy. We pride ourselves on our innovation, data driven decision making, and quality in patient care, medications, and experience.

We adhere to the California Consumer Privacy Act (CCPA). For information about our privacy policy, please visit our .

**U.S. Equal Opportunity Employment Information (Completion is voluntary)**

Individuals seeking employment at Valor Compounding Pharmacy are considered without regards to race, color, religion, national or