About this position
Customer Service Lead (On-site)
Southend Pharmacy is a modern 503A compounding pharmacy built on clinical precision, operational clarity, and a human-first approach. Licensed in 35+ states and focused on longevity-aligned therapeutics, we support providers and their patients with precision in compounding and transparent processes. Southend Pharmacy operates at the intersection of innovation, ambition, and clinical excellence—blending precision, clarity, and compassionate support to help providers deliver patient-centered, clinically guided care across every step of the treatment journey.
Key Responsibilities:
- Lead and supervise a team of customer service representatives (CSRs) to ensure efficient and friendly service.
- Serve as the primary point of contact for escalated customer inquiries and complaints.
- Provide coaching, training, and performance feedback to customer service staff.
- Monitor call, email, and in-person service metrics to ensure service level targets are met.
- Collaborate with pharmacy technicians and pharmacists to address customer needs efficiently.
- Implement customer service best practices and identify process improvements.
- Maintain accurate records of interactions, feedback, and customer concerns.
- Assist with scheduling, onboarding, and staff coverage as needed.
- Promote a culture of empathy, professionalism, and accountability.
Required Qualifications:
- High school diploma or GED.
- Minimum of 2 years of experience in a customer service role, in a healthcare or pharmacy setting.
- At least 2 years of experience in a supervisory or team lead position.
- Minimum 2 years of experience with a pharmacy management software.
- Demonstrated proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
- Proven experience in conflict resolution with strong interpersonal skills.
- Ability to multitask, prioritize, and manage time effectively.
Preferred Qualifications:
- Associate or bachelor’s degree in healthcare administration, business, or related field.
- Must hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Health career Association (NHA).
- Experience in a 503B or 503A pharmacy setting.
- Familiarity with HIPAA regulations and patient privacy standards.
- Bilingual in English and Spanish is a plus.
Work Environment:
- Primarily in a compounding pharmacy environment.
- Requires prolonged periods of standing and occasional lifting up to 20 pounds.
Southend Pharmacy is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace.
Join Our Team:
At Southend, we believe in giving everyone a fair shot. What truly matters is what you bring to the table, not just your background. We welcome applicants from all walks of life, regardless of gender, ethnicity, sexual orientation, or personal challenges. If you have the skills and the drive, we want to hear from you!
Let’s make great things happen together!
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