Akina Pharmacy

Oversee daily customer service operations, handle escalations, train and coach team members, and monitor performance metrics. | Requires 3+ years in customer service, leadership experience, strong communication skills, and proficiency with CRM and MS Office. | Lead Customer Service Representative Company Overview At Akina Pharmacy, the shared purpose that drives us is to enrich the lives of the people in our care through compounded medications. As a people-first organization, we embrace the Entrepreneurial Operating System (EOS) to ensure our success by prioritizing the recruitment and development of exceptional talent. Joining Akina means stepping into an environment where clear communication, pragmatic decision-making, and accountability are at the forefront. We are committed to empowering our team members and fostering a culture of growth and support. If you are driven by a passion for making a meaningful impact and seek a vibrant, compassionate workplace, we invite you to discover the opportunities awaiting you at Akina Pharmacy. Together, let's build a healthier, happier community. Position Summary The Lead Customer Service Representative oversees a team of customer service representatives, and plays a critical role in ensuring efficient operations, high customer satisfaction, and timely resolution of customer inquiries by managing daily tasks. This position serves as the primary point of contact for escalated customer inquiries, works closely with the Customer Service Manager to monitor and address key performance indicators (KPIs), and supports the development and training of team members. The Lead Customer Service Representative is both a problem-solver and a coach, driving excellence in customer interactions while fostering team growth. At Akina Pharmacy, we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, goal-driven environment and are passionate about providing outstanding customer service in the healthcare industry, this is the role for you. You will love it here if you are motivated by Akina’s Core Identity Values: Excellence Always Go-Getter’s Unite Compassion For All Called To Serve You’ll have success here if you value clear processes and get, want, and have capacity to do the following things: Team Leadership & Daily Operations: Leads Customer Service Representatives during daily operations by assigning tasks, providing guidance, and fostering a collaborative, values-driven team environment while serving as a communication bridge between the team and the Customer Service Manager. Customer Service Support & Escalation Handling: Acts as the first point of contact for escalated or complex customer inquiries, providing hands-on problem-solving and supporting customer interactions during high-volume periods in accordance with company policies and workflows. Training Delivery & Real-Time Coaching: Conducts new-hire training as part of the onboarding program and provides ongoing real-time coaching to improve accuracy, performance, and customer experience, in collaboration with the Manager on updates to training materials. Metrics Support & Operational Insight: Provides frontline insights and feedback by reviewing key operational trends and metrics with the Customer Service Manager to support continuous improvement and informed decision-making. Process Adherence & Team Support: Ensures team compliance with established SOPs and JAEs while identifying workflow gaps or improvement opportunities and communicating recommendations to the Customer Service Manager. Our company runs on EOS purely. That means as a member of this team, you will have a leader who: Gives clear directions and expectations Makes sure you have the necessary tools Delegates appropriately Has effective meetings Meets one-on-one with you quarterly or more, if needed Rewards and recognizes your performance Experience and Qualifications Customer Service Experience: 3+ years in a customer service role, with at least 1 year in a lead or supervisory capacity preferred. Coaching or training experience is a plus. Strong Communication Skills: Exceptional verbal and written communication skills with the ability to handle high-volume inbound and outbound communications professionally and empathetically. Detail-Oriented and Organized: Proven ability to accurately document and manage detailed customer and patient information while multitasking in a fast-paced environment. Technical Proficiency: Proficient in using customer relationship management (CRM) systems, phone systems, and Microsoft Office applications (e.g., Word, Excel, Outlook). Benefits & Perks Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family. Paid time off (vacation and sick time): Take advantage of generous paid time off to recharge, focus on personal priorities, and maintain a healthy work-life balance. Paid Holidays (8 scheduled): Enjoy eight scheduled paid holidays to celebrate and spend quality time with loved ones. 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%. Rewards & Recognition Program: Be celebrated for your hard work and achievements through our dedicated rewards and recognition program.