Pharmacy Customer Service Supervisor

Position Type: Full-Time

Location: Mesa, AZ | On-site Monday - Friday

Position Overview:

Support and manage customer service representatives to provide and enhance exceptional service to our patients and providers while upholding quality control and compliance according to Strive’s SOPs. This role involves training, coaching, and motivating staff while monitoring call quality and productivity.

Key Responsibilities:

• Lead the call center staff and manage day-to-day operations for the call center to support pharmacy operations
• Collaborate with management to develop and implement strategies that enhance operational efficiency and customer experience.
• Models and cultivates behavior that encourages collaboration, accountability, and extraordinary customer service
• Provide valuable input to promote continuous quality improvement
• Interpret performance indicators to identify areas of opportunity and address accordingly

Required Qualifications:

• Proficiency with call center and workforce management applications
• Minimum of a GED or high school diploma
• Clean criminal record with no felonies
• Completed and passed a recognized PTCB course
• Active AZ technician license

Preferred Qualifications: 

• 2+ years call center leadership experience
• 2+ years pharmacy experience
• Excellent written and verbal communication
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal abilities

Work Environment:

This position is primarily based in an onsite work environment. The role requires regular periods of sitting, standing, and computer use, with occasional lifting as needed. Reasonable accommodations may be made for individuals with disabilities.