Customer Service Manager

2 weeks ago


Los Angeles, United States Select LTC Pharmacy Full time

Select LTC Pharmacy is the fastest growing provider of hospice pharmacy services in Southern California, specializing in the prompt delivery of medications and medical supplies to individuals under the care of hospice services. Excellent customer service is the cornerstone of our business. At Select LTC, we treat each patient like a member of the Select family. If you are interested in joining a team of high performing and dedicated individuals in meeting their goal of providing best-in-class service, consider applying.

Select is looking for a Customer Service Manager to oversee and grow a team of customer facing representatives. Key in this role is the ability to manage, coach, and develop triage and customer service technicians to ensure results, behaviors, and culture are aligned with our existing standards.

The manager will be responsible for handling customer service phone calls and escalations while working with the front
- and back-end pharmacy team to ensure that orders are delivered as requested by our customers. This individual would assist in the review and prioritization of all of the multiple avenues of communication with our customers.

Experience building procedures and coordinating with both direct reports and members of management is required to assist in building a highly functioning department. Prior management experience is a must, as well as a growth mindset and the ability to be productive in a high-volume call center. Additionally, a pharmacy technician license is required for this role.

**Responsibilities**
- Manage the Customer Service and Triage technicians in their day to day operations, including reviewing metrics and setting goals
- Excellent communication with our customers, both contracted hospices and patients
- Go-to for escalation with customer service
- Coordination with Select LTC Processing and Dispatch team

**Knowledge, Skills And Abilities**
- Knowledgeable and trained on all medication dispensing processes under the physician dispensing protocol in accordance with state and federal regulations
- Ability to maintain a high level of confidentiality
- Excellent planning and time management skills
- Ability to work independently and collaboratively
- Ability to communicate and work well with providers, patients and other team members in a professional manner
- Great interpersonal, problem-solving and customer service skills
- Excellent verbal and written communication skills
- Detail-oriented with excellent documentation skills
- Spoken and written fluency in English

Pay: $27.00 - $31.00 per hour

Expected hours: 40 per week

**Benefits**:

- 401(k)
- Dental insurance
- Health insurance
- Vision insurance

Experience level:

- 4 years

Shift:

- 8 hour shift
- Day shift

Weekly day range:

- Monday to Friday

**Experience**:

- Management: 4 years (required)

License/Certification:

- Pharmacy Technician License (required)

Work Location: In person



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