Lead Customer Experience Technician

24 hours ago

North Salt Lake, Utah, United States MedQuest Pharmacy Full time $60,000 - $90,000 per year

POSITION OVERVIEW

Role and Responsibilities

The Customer Experience Technician Lead is responsible for overseeing the day-to-day activities of the customer experience team. This role involves supporting the CX supervisors/managers, working alongside the CX team, overseeing workflow, and ensuring that customers receive timely and accurate support while maintaining high standards of service. This role will support Belmar Pharma Solutions in carrying out the company's mission.

RESPONSIBILITIES

Key Responsibilities:

  1. Team Leadership:

  2. Leads the customer experience team, ensuring they provide exceptional customer service and support across all channels (phone, email, live chat, etc.).

  3. Assign tasks to team members, monitor queues, and ensure timely and accurate responses to customer inquiries and issues.

  4. Provide mentorship and guidance to customer experience technicians, fostering a positive and collaborative team environment.

  5. Customer Support and Issue Resolution:

  6. Handle and resolve complex customer inquiries, complaints, and service-related issues that require escalation.

  7. Ensure that all customer concerns are addressed professionally and promptly, working to maintain customer satisfaction.

  8. Collaborate with internal teams to ensure that customer expectations are met, and any product or service issues are resolved quickly.

  9. Customer Experience Optimization:

  10. Continuously assess and enhance the customer experience by refining customer service workflows, ensuring that orders, inquiries, and issues are managed efficiently.

  11. Documentation and Reporting:

  12. Ensure that all customer interactions are properly documented in the customer relationship management (CRM) system.

  13. Present findings and recommendations to management based on data analysis of customer interactions and feedback.

  14. Regulatory Compliance and Safety:

  15. Ensure that all customer interactions are conducted in compliance with applicable pharmaceutical regulations, including FDA, cGMP, and HIPAA.

  16. Ensure that all customer data is handled securely and in accordance with privacy regulations.

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