Customer Support Coordinator

About InStockRx

InStockRx is a fast-growing technology platform that helps pharmacies connect with each other to manage their inventory and better serve their patients. We are looking for a friendly, organized, and empathetic individual to be the “front door” of our company and ensure our customers get the help they need.

Position Summary

The Customer Support Coordinator is the crucial first point of contact for all InStockRx customers and prospective clients. You are the welcoming, helpful voice that greets users when they reach out via phone, email, or text.

Your primary mission is to listen, understand the customer's needs, and quickly connect them with the right resource on the InStockRx team. To do this, you will develop a deep understanding of our platform and our internal team's responsibilities. Your success in this role is defined by creating a positive, seamless, and efficient experience for every person you interact with.

Key Responsibilities

•     First Point of Contact: Actively monitor and respond to all inbound communications (phone calls, emails, and text messages) in a timely, professional, and friendly manner.

•     Customer Triage: Listen actively to a customer's or prospect's request to accurately understand their needs.

•     Intelligent Routing: Based on your understanding of the platform and internal team, quickly and efficiently connect the customer to the correct person or department (e.g., a pharmacy outreach and relationship specialist, sales, or a pharmacy concierge).

•     Platform Knowledge: Learn and maintain a strong working knowledge of the InStockRx platform to better identify the nature of a customer's query.

•     Team Knowledge: Maintain a clear understanding of who on the InStockRx team handles specific responsibilities to ensure accurate call routing.

•     Customer Advocacy: Ensure that every customer feels heard and supported, providing a warm hand-off to the team member who will resolve their issue.

Qualifications and Requirements

•     Required: Experience as a Pharmacy Technician, or previous customer support experience in a pharmacy, shipping, or logistics environment. A solid understanding of pharmacy workflow and terminology, or of shipping/logistics processes and common customer issues, is essential to understand our customers' needs.

•     Exceptional Communicator: Must possess outstanding verbal and written communication skills with a professional, patient, and empathetic demeanor.

•     Strong Listener: Ability to listen actively, ask clarifying questions, and quickly get to the core of a person's request.

•     Highly Organized: Ability to manage multiple inbound channels and prioritize tasks effectively.

•     Tech-Savvy: Comfortable learning new software, managing digital communication tools, and working in a 100% remote environment.

•     Self-Motivated: Must be a disciplined self-starter who can manage their time and tasks without direct supervision.

•     Remote Work-Ready: Must have a private, quiet home office space and a reliable, high-speed internet connection.

How Performance is Measured

Your success in this role is not based on sales quotas or tickets closed. It is based on:

•     Positive Customer Feedback: Directly measured by customer satisfaction with their interactions with you.

•     Creating a Positive Experience: Your ability to represent the InStockRx brand as helpful, empathetic, and efficient.

•     Accuracy of Routing: Your skill in connecting customers to the right person on the first try.

We are looking for candidates who are professional, organized, proactive, and confident communicating with clients and internal teams.