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Director of Customer Care
4 months ago
**Director of Customer Care & Sales**
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.
**Role Summary:**
In this role, you will be responsible for leading a team of Customer Care Specialist that provides support to the current and new prescriptions from patients and prescribers. You will be responsible to train, coach and manage a team of 5
7 people to excel on their customer care skills to show a significant increase in the customer satisfaction and conversion rate. You will also be responsible to compile data, make assessment, and provide ways to enhance customer service and conversion rate of the phone calls. This position will report to the Vice President & Chief Pharmacy Officer.
**Duties and Responsibilities:**
* Supervise the daily operation of the Customer Care & Sales unit
* Set customer service goals for the team and help them achieve those goals
* Review the customer service calls and provide feedback to the Customer Care & Sales team and follow up on the leads as needed
* Create a unified customer service team through effective communication, team building, motivation and recognition
* Stay current on the latest industry trends and techniques and effectively train your team members
* Make Customer Service policy recommendations that align with the company strategic direction
* Create staff schedules and approve their timesheet and time off requests
* Handle the more complex customer service issues and escalated calls as needed
* Collaborate with other units in the Pharmacy including technicians, pharmacists and shipping to ensure the customer needs and expectations are being met
* Identify key issues that impact customer satisfaction and develop initiatives to address them
* Provide periodic reporting on the teams progress to the executive team and keep an open line of communication with the line managers
* Diligently report all incoming complaints through the process identified in training
**Skills and Abilities:**
* Solid leadership and interpersonal skills
* Strong communication skills both speaking and writing
* Customer service
* Creative problem-solving skills
* Negotiation skills
* Strong organizational skills
* Patience, compassion, and empathy. Lead by example
* Business analytical skills
* 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
* Familiarity with drug terminology
* Ability to stay calm and positive in stressful situations
* Ability to multi-task and work in a fast-paced environment
* Attention to detail
* Able to work under pressure to prioritize and manage workload, manage simultaneous tasks, and meet deadlines within a fast paced and changing environment
**Requirements:**
* Bachelors degree in Sales, Marketing, or other relevant fields
* 5+ years of experience in leading customer service or sales staff
* Pharmacy experience or healthcare experience is preferred
* Understand pharmaceutical best practices and guidelines
* Understanding nuances of a compounding pharmacy is a plus
* Pass drug screen test, background check, pre-employment verification process
**Why Work At Valor:**
* You want a career in pharmacy or compounding
* 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 are comfortable with fast-paced, dynamic, and growing pharmacy business in the heart of Berkeley, CA
* Competitive pay plus healthcare, dental, and vision benefits. 401k retirement plan plus company safe harbor match program
**COVID-19 considerations:**
Our pharmacy is a closed-door pharmacy at this time due to COVID-19. All visitors will be buzzed-in, asked to 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 .
Describe any experience you may have with sales and customer care in pharmaceutical industry.
*
**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 origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.
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