Customer Service Manager 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 Customer Service Representative (CSR) is a vital member of the Akina Pharmacy team, dedicated to delivering exceptional service to patients, providers, and healthcare partners. As the first point of contact, the CSR ensures inquiries, order confirmations, and issue resolutions are handled promptly, professionally, and with empathy, always striving to enhance the customer experience. This role involves managing a high volume of inbound and outbound communications, accurately documenting customer and patient information, and supporting the seamless workflow of prescription orders. Success in this position requires excellent communication skills, attention to detail, and the ability to meet performance metrics such as call quality, average handle time, and first-call resolution rates. 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: + Lead + Manage = Accountability (L+M=A): Lead and manage the customer service team towards achieving exceptional service standards, holding team members accountable for their performance, and ensuring they embody the company's core values. This involves setting clear expectations, providing feedback, and fostering a culture of excellence and continuous improvement. + Strategy and Planning: Develop and implement customer service strategies that align with the company's goals. This includes analyzing customer service metrics to identify areas for improvement, planning resource allocation, and setting short-term and long-term objectives for the customer service department. + Team Development and Training: Identify training needs and opportunities for team growth. Implement training programs to enhance the skills and knowledge of customer service representatives, ensuring the team is proficient in product knowledge, communication skills, and the use of any necessary technology or software (eQMS, EHR, etc.) + Customer Experience and Satisfaction: Oversee the management of customer interactions across all channels to ensure a consistent and high-quality customer experience. Develop policies and procedures to enhance customer satisfaction and handle complex customer complaints or issues personally when necessary. + Accountable For Individual and Departmental Metrics: Manage defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails/chat requests handled, and order transactions completed, while maintaining an exceptional patient-satisfaction rating and adhering to service, productivity, and quality objectives. We train our team to help them succeed, and everyone on our team helps with our success. In this role, you’ll be accountable for hitting the following numbers: + Net Promoter Score (+80) + Average Hold Time (<30 seconds) + Call Quality + Customer Retention Indicator (+85%) + Abandoned Calls (<5%) If you want to come to work, learn, and hit those numbers, you’ll be recognized and rewarded.  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 + Leadership and Management Experience: Minimum of 3-5 years of experience leading and managing a customer service team, with a proven ability to hold team members accountable, set clear expectations, and foster a culture of excellence and continuous improvement. + Strategic Planning and Execution: Demonstrated experience in developing and implementing customer service strategies that align with organizational goals, including resource planning and performance metric management. + Performance Management Expertise: Proven track record of managing departmental and individual KPIs, such as Net Promoter Scores, call quality, average hold time, and customer retention rates, with the ability to analyze data to identify areas for improvement. + Training and Development Skills: Experience designing and delivering training programs to enhance team skills in product knowledge, communication, and technology (e.g., eQMS, EHR). Ability to identify and address training needs to drive team growth and performance. + Customer Experience Leadership: Strong background in managing customer interactions across multiple channels (phone, email, chat) to deliver consistent, high-quality experiences. Ability to develop policies and handle escalated customer complaints or issues directly. + Technology Proficiency: Familiarity with customer service tools and software, including CRM platforms, phone systems, and reporting tools. Ability to learn and leverage new technologies to optimize workflows. 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. Powered by JazzHR