Customer Success Coordinator

Job Summary:

The Customer Success Coordinator will provide customer support to our pharmacy partners, courier partners and patients through managing inbound and outbound phone interactions, and email support. The position is critical to the success of ScriptDrop as this is often the voice of the company and requires high quality human interactions. The position will act in collaboration with team members to provide world class customer support along with the day to day operational responsibilities. 

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Manage the relationship with our pharmacy and courier partners, who are critical to the company’s network.
• Manage operational queues of work and other internal operational tasks as assigned
• Act as a liaison internally for all resources who interact with the customer (Sales, Projects, Support, Product, etc.). Be the SME of all systems and processes related supporting our customers, couriers and patients. 
• Utilize an array of soft skills and technical aptitude to ensure we are delivering value to our customers.
• Serve as the lead point of contact for all customer support matters (inbound and outbound support via Chat, email, and phone)
• Empower to make decisions on the right way to handle concerns with the exception of sales calls and questions around invoicing. 
• Develop relationships with our customers including pharmacies, courier companies and patients which support the growth of ScriptDrop to help the Account Manager increase our lines of business with our customers. 
• Manage day-to-day courier and pharmacy operations including communicating and problem solving any outstanding concerns
• Communicate customer needs and objectives clearly and provide solutions to improve the product and services
• Collaborate with Customer Success leadership team to identify areas of improvement in the quality of service we deliver to our customers
• Be the first to alert the company of any system concerns 

Required Skills/Abilities:

• Effective communication skills through phone, email, and chat interactions
• Ability to thrive in a high pace work environment which continues to grow and evolve 
• Innovative thinking to create solutions and improvements for our partners with minimal guidance
• Ability to deliver client-focused solutions to customer needs while interacting with a smile 
• Strong ability to multitask, while maintaining sharp attention to detail and being able to pivot to next situation quickly
• Ability to learn new products and services very quickly
• Adaptable to changing environment and business needs
• Keep a business focus with a strong focus on the customer

Education and Experience:

• Previous customer service experience
• Bachelor Degree or equivalent experience

Physical Demands and Working Conditions:

• Prolonged periods of being at a desk and working on a computer.
• May work from home or in ScriptDrop’s corporate office
• Must be able to communicate with customers effectively

Schedule:

• The schedule for this role is Monday - Friday 12pm-8pm EDT with occasional weekend assistance.