About Us:

The Pharmacy Hub works with pharmaceuticals brands, manufacturers, health brands, telemedicine companies, and healthcare companies to deliver their products directly to their patients. The Pharmacy Hub has the ability to deliver products such as; pharmaceuticals, medical devices, or other health care products directly to consumers.

Job Summary

As a Customer Support Specialist, you will play a crucial role in ensuring customer satisfaction by handling inquiries related to orders, addressing issues, and providing timely follow-ups. You will be the primary point of contact for our customers, assisting them through various channels, including ticketing systems and phone calls.

Core Values

The Pharmacy Hub is dedicated to breaking barriers in healthcare by championing access, intervention and affordability.

• Our Customer-first mindset allows us to develop strong partnerships with telehealth platforms and healthcare companies to enhance access and understand their specific needs.
• Innovation for intervention in care, as we develop advanced compounding solutions and products to better support patient health outcomes.
• Continuous improvement in our processes and offerings, supported by intelligent, honest and transparent practices to deliver cost-effective solutions that truly benefit our clients and their patients.

The Customer Support Specialist will play a pivotal role in maintaining these values and contributing to the company’s mission of redefining healthcare delivery through superior pharmacy services.

Essential Functions and Responsibilities

• Ticket Management: Respond to customer inquiries and issues submitted through our ticketing system promptly and professionally. Prioritize and manage a high volume of tickets to ensure timely resolution.
• Phone Support: Answer incoming customer calls, providing assistance with order-related questions and concerns. Effectively communicate product information, policies, and procedures to customers.
• Order Follow-Up: Track and follow up on customer orders to ensure timely delivery and address any delays or issues. Provide customers with updates on their order status and resolve any discrepancies.
• Customer Interaction: Build and maintain positive relationships with customers through exceptional service. Document customer interactions and feedback to improve service quality.
• Team Collaboration: Work closely with other departments, such as sales and logistics, to ensure a seamless customer experience.

Qualifications

• Fluent in English; bilingual proficiency in Spanish preferred but NOT required
• Flexible work schedule, including weekends and ability to work evening shifts (3:00 pm to 10:00 pm)
• Strong numerical aptitude for accurate charging and billing processes
• Clinical background or experience in a healthcare setting preferred but not required
• Proven ability to multitask effectively
• Proficiency in Microsoft Excel and email communication

Additional Skills and Competencies

• Familiarity with pharmacy software systems
• Customer service experience, particularly in a healthcare or pharmacy setting
• Excellent interpersonal and communication skills

Work Environment

Office environment

Cognitive and Physical Demands

• Requires prolonged sitting and telephone usage
• Requires the use of office equipment such as computer terminals, telephones or copiers
• Requires normal vision range
• Ability to read, hear, speak, keyboard, reason and problem solve

Schedule

5 days per week fully onsite in Miami Gardens office

This schedule requires flexibility to accommodate pharmacy operations and meet patient demands.