Customer Service Operations Lead
1 week ago
Company Overview:
Verus Rx, LLC is a dynamic and expanding Pharmacy Benefit Manager (PBM) dedicated to fostering a collaborative and enjoyable workplace culture. We prioritize teamwork, open communication, and a balanced work/life environment, encouraging our employees to embrace humor and positivity in their daily activities.
Position Summary:
The Customer Service Operations Lead will exhibit outstanding leadership capabilities, a commitment to customer satisfaction, and a successful history in a service-oriented setting. This role involves supervising and mentoring a team of customer service representatives, ensuring they deliver exceptional support to our valued clients. The Operations Lead will also be instrumental in refining processes, implementing industry best practices, and nurturing a supportive and cooperative work atmosphere.
The primary responsibilities include, but are not limited to:
- Manage customer service and onboarding inquiries, ensuring timely and accurate responses.
- Act as an escalation point for intricate customer issues, resolving them efficiently.
- Conduct quality assessments on customer service interactions.
- Create and refine customer service templates, ensuring clarity and correctness in documentation.
- Facilitate communication between various departments within the organization.
- Provide prompt and precise responses to client inquiries, fostering strong relationships through reliable service delivery.
- Perform additional tasks as assigned.
- Achieve or surpass production, quality, attendance, and compliance benchmarks.
- Assist in training and developing team members.
- Undergo background checks and fingerprinting as required.
- Exhibit sound judgment in problem-solving scenarios.
- Detail-oriented with a strong focus on accuracy.
- Demonstrated experience in customer service roles.
- Proficient in English communication.
- Ability to think strategically and lead a customer service team effectively.
- Strong interpersonal and communication skills.
- Familiarity with basic computer applications and word processing software.
- A minimum of three years of relevant experience.
- Basic literacy and numeracy skills are essential.
- Computer savvy with the capability to learn customer service software.
- A high school diploma or GED is required; a bachelor’s degree from an accredited institution is preferred.
- Three years of customer service experience is mandatory.
- Experience in PBM or call center leadership is advantageous.
Note: The Company and its affiliates do not accept unsolicited agency resumes. Please refrain from forwarding resumes for any of our job postings, to our careers sites, or to any employees of the Company or its affiliates. We are not liable for any fees associated with unsolicited resumes.
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