Job Description
Who We Are: EmpiRx Health is the leading clinically-driven, customer-first PBM company that puts the pharmacist at the center of its service model to optimize member care while substantially reducing costs for plan sponsors.
What We Do: We place more emphasis on member care than any other PBM by focusing on health outcomes first. Our pharmacists and clinicians are at the center of everything we do―and our population health solution delivers tailored strategies for our clients.
Who We're Looking For: EmpiRx Health is experiencing unprecedented growth, and we're seeking a highly skilled and experienced customer service supervisor. If you are a highly motivated and results-driven professional with a passion for customer service and team leadership, and you have experience supervising teams in a call center environment—excelling at inspiring, coaching, and mentoring team members to achieve performance goals and deliver world-class customer service, then you possess the qualities we are looking for.
What You'll Do: As a Customer Service Supervisor, your role will encompass a wide range of responsibilities:
- Handle complex or sensitive customer inquiries or complaints that require supervisor intervention or resolution with empathy and professionalism.
- Oversee the day-to-day operations of the call center, including monitoring performance, handling escalated calls, ensuring adherence to procedures and protocols, and resolving operational issues.
- Train, mentor, and supervise a team of Customer Service representatives, providing ongoing guidance and support to ensure their professional development and maximize their performance.
- Monitor individual and team performance metrics and provide regular feedback to help drive continuous improvement.
- Collaborate with other departments to improve processes and enhance the overall customer experience.
- Demonstrate strong verbal and written communication skills when providing professional responses to complex and/or sensitive topics and situations internally and externally.
- Support and provide high-quality, five-star customer service.
- Assist in upholding corporate policies and call center policies and procedures.
- Assist in the timely communication of company/department changes to team members.
- Provide real-time subject matter expertise support to team members to resolve issues.
What You Need: - 2+ Years of Customer Service experience with 3+ Years in a supervisory role.
- PBM Experience.
- Flexibility to work various shifts, including evenings, weekends, and holidays as required.
- Strong communication skills, both verbal and written
- Excellent interpersonal and conflict resolution skills
- Proficiency in customer service software and tools
- A commitment to delivering exceptional customer service
Why Join Us: - EmpiRx Health is on an extraordinary journey where excellence meets innovation.
- We are a collaborative team that encourages groundbreaking ideas, values open dialogue, and prioritizes continuous improvement.
- You will be part of a dynamic team where success is a shared celebration, collaboration fuels progress, and we redefine healthcare together.
- We offer a generous and competitive benefits package.
- You will share in the company's success through our discretionary bonus program.
EmpiRx Health is an Equal Opportunity Employer At EmpiRx Health, we wholeheartedly embrace the power of diversity and the magic of inclusion. The kaleidoscope of unique perspectives, backgrounds, and talents fuels our innovation and sets us apart. We're not just breaking down barriers but actively erasing them to create an environment where opportunity knows no bounds. In unity, we find our strength and invite individuals from all walks of life to join us in our exhilarating journey to shape a brighter, more inclusive future together.
Your career at EmpiRx Health awaits – join us in shaping the future of excellence in healthcare. Careers - EmpiRx Health
**No recruiters, please**
Job Tags
Holiday work, Full time, Shift work, Afternoon shift,