Customer Service Representative

Company Overview

About Southend Pharmacy
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 patientswith 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.

Job Summary

The Customer Service Representative will be the primary point of contact for our customers, proactively ensuring they receive exceptional service and support. This role is also key in gathering valuable feedback to enhance our pharmacy offerings and overall customer experience. You'll play a vital role in providing friendly, efficient, and accurate assistance to all who interact with Southend Pharmacy.

Key Responsibilities

• Serve as the primary point of contact for customers, building strong relationships and proactively understanding their needs to offer tailored solutions
• Respond promptly and professionally to all customer inquiries, medication orders, and requests via phone, email, and digital channels
• Accurately process customer information, prescriptions, and insurance details to ensure efficient and timely order fulfillment
• Collaborate closely with the pharmacy team to coordinate medication orders, shipments, and other essential customer services
• Maintain meticulous records and documentation to support robust customer relationships and ensure full regulatory compliance
• Identify and suggest opportunities to enhance the customer experience and improve operational processes to the management team
• Uphold the highest standards of customer service, patient privacy, and confidentiality at all times
• Responsible for performing other duties as assigned and required to support departmental and organizational goals

• Ability and willingness to work onsite five (5) days per week at our office located at 4802 N. Sam Houston Pkwy W. (Beltway 8 & Bammel N. Houston), Houston, Texas.
• Proficiency in using computer systems, electronic health records, and other relevant software
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse customer groups
• Strong problem-solving and critical thinking abilities to adeptly handle a variety of situations
• A commitment to continuous learning and a passion for delivering exceptional service to our customers

• Bilingual language skills (e.g., English and Spanish) are a significant plus
• Prior experience in a pharmacy or healthcare customer service environment
• Prior experience working in a high-volume call center or customer support environment with in-office collaboration and team-based operations
• Working knowledge of Google Workspace (Docs, Sheets, Gmail, and Calendar) for communication, documentation, and workflow management
• Experience utilizing a cloud-based phone and contact center platform such as RingCentral for inbound/outbound customer interactions
• Familiarity with Creatio or similar CRM platforms for managing customer interactions, case documentation, and workflow tracking
• Exposure to or experience using Life File or similar customer record or document management systems
• Comfort navigating multiple systems simultaneously while maintaining accuracy and providing a high level of customer service
• Strong typing and data entry skills with the ability to document interactions clearly and accurately in real time

• Ability to sit for extended periods of time at a desk and working on a computer
• Ability to communicate effectively in person, over the phone, or via virtual meeting
• Ability to maintain focus in a typical office environment with moderate noise levels
• Ability to perform repetitive motions with hands and arms, such as typing

• Full benefits package including medical, vision, dental, 401(k) with company match, PTO, Flex days, holidays, performance-based bonus opportunities, opportunities for career advancement & professional development, collaborative and supportive work environment, and more!