ScriptPro LLC

Manage customer relationships, address issues, onboard new clients, and advocate for customer needs. | Bachelor's degree, 4+ years in a customer-facing role, strong communication and organizational skills, ability to travel, and technical proficiency. | Who is ScriptPro? Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.   Joining the Account Management team at ScriptPro means being part of a dynamic group that plays a crucial role in the company’s success. You’ll be the primary point of contact for ScriptPro’s clients, building and maintaining strong relationships. Job Summary: The Customer Account Manager works with customers in a one-on-one, customer-facing role to develop valuable, long-lasting relationships that promote customer satisfaction and success with ScriptPro solutions. Customer Account Managers act as a resource to our customers, serving as a path of escalation for technical support issues, workflow, and training needs, and advocating on their behalf.  In this role, Customer Account Managers will oversee a portfolio of customer accounts with the goal of increasing retention and maintaining mutually beneficial business relationships.   The ideal candidate is characterized by their strong organizational and communication skills, has a customer focused mind set, and can adapt to the unique needs of each customer. Reporting Relationship: Senior Manager, Client Relations Shift: Generally, Monday through Friday, 8am to 5pm. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Generally, all positions may be performed on-campus. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.    Scope of the Role:                    * Responsible for the development and maintenance of customer relationships * Effective and consistent communication to ensure customer needs are being met * Serve as a path of escalation for problem resolution * Address customer complaints in a timely fashion * Work to onboard new customers; establishing regular meeting cadence and ensuring success milestones are being met * Ensure customer satisfaction through regular communication and adjusting to the needs of each unique customer * Take ownership of customer issues and driving resolution by engaging and monitoring internal teams * Track customer satisfaction levels and use this information to identify gaps in service delivery and the customer experience * Advocate on behalf of the customer to prioritize bug fixes and enhancement requests for product development * Maintain and update site documentation * Ensure all contractual service commitments are being met * Coordinate service-related projects * Partner with other departments to define clear actions and deliverables * Communicate strategic updates to internal teams, including executive leadership * Develop, maintain, and continually expand product and industry knowledge * Travel to customer sites to strengthen relationships, gather feedback, and facilitate issue resolution * Perform other duties as assigned Required Qualifications: * Bachelor’s degree in business, communications, computer science or related field, or an equivalent combination of education and experience * 4+ years of experience in customer-facing role, ideally at ScriptPro or a software-driven company * Self-motivated, quick learner in a fast-paced environment * Excellent organizational, communication and time management skills * Ability to multi-task and prioritize customer needs * Operate with a sense of urgency * Strong analytical skills including a high level of attention to detail * Positive attitude and willingness to collaborate in a team environment * Problem-solver with excellent analytical and critical thinking skills * Ability to work independently and resourcefully * Communicate technical issues effectively and efficiently * Confidence leading high-level meetings with a wide range in audiences * High proficiency in Microsoft Office, with emphasis on Outlook, Excel, and Word * Ability to travel, as needed Remote Work Requirements: * Must have high-speed reliable internet access with a hard-wired connection * Must have a distraction free home office workspace * Must be willing to participate in video virtual meetings (camera on)  Benefits:  At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.  * Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs  * Well-being: Paid Time Off (PTO, Maternity, Paternity, Adoption Leave), nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services. Working Conditions: Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.     ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status. The company utilizes internal resources for sourcing and filling positions and, when external assistance is needed, will engage only with pre-approved, contracted agency partners. The company does not offer visa sponsorships. All applicants must have legal authorization to work in the United States. Please visit www.scriptpro.com to learn more about ScriptPro.

Lead and support pharmacy support analysts, manage escalations, and collaborate to improve team performance and customer satisfaction. | At least 2 years of dedicated ScriptPro experience, leadership skills, and excellent communication and customer service skills. | Who is ScriptPro? Imagine working at a place where innovation meets impact, and every day brings new opportunities to revolutionize the pharmacy industry! At ScriptPro, you’ll be part of a dynamic team that’s at the cutting edge of technology, creating solutions that make a real difference in people’s lives. ScriptPro develops, sells, and supports state of the art robotics and services in thousands of pharmacy settings around the United States and Canada.   As a technical support professional in ScriptPro’s Customer Service department you’ll constantly learn about new products and systems. No two days are the same, every day brings new challenges and opportunities to solve problems in a fast-paced environment. You’ll troubleshoot and resolve technical issues related to software, hardware, and POS systems. This team equips our analysts with the tools and knowledge to make decisions and resolve issues on the first call. Job Summary: The Technical Support Supervisor in Customer Service will be responsible for leading Pharmacy Support Analysts, I and II, in the daily technical support of ScriptPro’s systems and solutions. This important role will lead the Analysts working with various teams within the company to appropriately escalate issues in a timely manner to improve overall customer satisfaction. The Technical Support Supervisor will collaborate with the Operations Manager to correct quality issues, problem trends and critical support concerns based on Key Performance Indicators (KPI) and Service Level Agreements (SLA) for continuous improvement in Analyst performance. Reporting Relationship: Manager, Pharmacy Support Operations Shift: Generally, Monday through Friday 10:00 am - 6:30 pm CST. This role is primarily performed remotely, though Kansas City Metro employees may be required to work on-campus periodically according to business need. Generally, all positions may be performed on-campus. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro.     Scope of the Role: * Responsible for the daily distribution of analyst workload * Acquires and maintains a current knowledge of relevant product offerings and troubleshooting performed by Pharmacy Support Analysts, I and II * Acts as an escalation point for Pharmacy Support Analysts I and II on defined troubleshooting for their level of expertise * Approves escalations within and outside of the team when the skill level needed for resolution is advanced beyond a Pharmacy Support Analyst II * Participates in an on-call rotation to support overnight and weekend staff * Ensures analysts maintain an acceptable level of quality and standards to meet KPI and SLA expectations through monthly reviews of data points as well as observations of the team’s ability to follow processes * Collaborates with the Operations Manager to effectively manage employee performance through monthly one-on-ones, mid-year and yearly reviews, including documenting performance problems for corrective action * Coaches and mentors Pharmacy Support Analysts, I and II, including career development and establishing training paths necessary for advancement, at the direction of the Operations Manager * Updates missed punches within time-keeping software and works with analysts on workflow recommendations to improve accuracy  * Responds to cross-departmental inquiries regarding initial or ongoing technical support service requests as they relate to Pharmacy Support Analyst I and II involvement  * Interrelates technical support and coaching to improve analyst performance  * Initiates positive conflict management * Leverages information and data to clarify expectations of analysts and to initiate improvements to support management initiatives * Employs effective interpersonal communication to motivate analysts to meet their professional objectives * Exercises sound judgement * Perform other duties as assigned Required Qualifications: * 2+ years ScriptPro experience dedicated to representing ScriptPro in a professional manner * Focused on improving personal processes to meet department and company objectives * Demonstrated leadership skills in current role  * Excellent communication skills with a willingness to develop relationships cross-functionally * Exceptional customer service skills with a demonstrated ability to deal with challenging customer situations Preferred Qualifications:  * Bachelor of Science in Business Administration, Computer Science or related field, or relative work experience * Familiarity with current workflows within Siebel * Experience working with Avaya telephony software solutions * Knowledge of the pharmaceutical industry with emphasis in outpatient pharmacy practice * Awareness of the healthcare industry and/or medical insurance billing Remote Work Requirements: * Must have high-speed reliable internet access with a hard-wired connection * Must have a distraction free home office workspace * Must be willing to participate in video virtual meetings (camera on)  Benefits:  At ScriptPro, we believe that our employees are our greatest asset. That’s why we are committed to fostering a workplace that prioritizes and enhances your personal health and well-being.  * Health: Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs  * Well-being: Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services. Employment Conditions:  It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. See Standard Form 85 [file://scriptpro.com/drive/t/ADMINISTRATION/Administrative/Human_Resources/Recruiting/Job%20Descriptions/_Current/Job%20Descriptions%20&%20Postings/Technical%20Trainer_2024%20Description.docx] to preview requirements. This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. All duties are defined in accordance with standardizations to ensure consistency and accountability of the policies. Working Conditions: Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.     ScriptPro appreciates the unique qualities of each team member, and as an Equal Opportunity employer does not discriminate on the basis of race, color, religion, national origin, sex, pregnancy, age, disability, genetic information, veteran status, or any other legally protected status. The company utilizes internal resources for sourcing and filling positions and, when external assistance is needed, will engage only with pre-approved, contracted agency partners. The company does not offer visa sponsorships. All applicants must have legal authorization to work in the United States. Please visit www.scriptpro.com to learn more about ScriptPro.