Certified Pharmacy Technician (CPhT), Coaching, Communication Skills, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Support/Service, Establish Priorities, Healthcare, Leadership, Maintain Compliance, Multitasking, On Call, Onboarding, Patient Safety, People Management, Performance Analysis, Performance Reviews, Pharmacy, Presentation/Verbal Skills, Progress Reports, Quality Assurance Methodology, Reporting Skills, Risk Management, Staff Development, Team Building, Team Lead/Manager, Team Player, Telephone Skills, Time Management, Writing Skills
Customer Support Representative Lead
What’s your wish list for the perfect job? Maybe it’s to make a positive impact in the world, or to grow your career in healthcare. Maybe working with a supportive team is top priority, or to feel respected and valued.
If your answer is “all of the above,” consider joining our team at Consonus Pharmacy. It’s a perfect opportunity for compassionate people dedicated to people’s health and well-being.
Consonus Pharmacy is a closed-door long-term care pharmacy specializing in the needs of nursing facilities, assisted living residents, and their caregivers. We are currently hiring a Customer Support Representative Lead to join our team!
As the Customer Support Lead your responsibilities will incldue, but are not limited to:
- Always provide excellent customer service to all customers.
- Lead the team on a day-to-day basis, building team energy and fostering a positive, collaborative environment.
- Serve as the first point of escalation for customer concerns; handle escalated calls with professionalism and resolution focus.
- Champion patient safety by ensuring accurate, timely, and thorough handling of all customer interactions, recognizing the impact on residents and caregivers.
- Prioritize workloads between all support center tasks to meet deadlines and service levels.
- Utilize and ensure adherence to current policies and procedures.
- Act as a resource for process-related questions and provide guidance to staff.
- Monitor staff performance to ensure customer service standards are consistently met.
- Provide coaching, feedback, and real-time support to staff as needed.
- Support training efforts by participating in onboarding, coaching, and ongoing development of staff.
- Provide input for employee performance reviews and communicate feedback to higher-level leadership.
- Support the implementation of quality assurance processes, including call reviews and training audits.
- Assist with schedule preparation and ensure appropriate daily staffing coverage.
- Manage assignments of queues to ensure timely processing of work and achievement of daily/weekly/monthly goals.
- Notify Supervisor of risks related to customer satisfaction, staff engagement, or patient safety.
- Participate in interviews and staffing discussions.
- Provide weekly reporting on training progress and staff development.
- Maintain professionalism, integrity, and a solutions-focused mindset at all times.
- Participate in the on-call rotation as scheduled.
- Perform all duties consistent with the Support Center staff job description.
Benefits may include:
- Paid training & career advancement opportunities
- $25,000 toward ongoing education benefit
- Generous Paid Time Off that pools vacation, sick & holiday pay in a single bucket for flexible use
- Medical/Dental/Vision insurance
- Free access to MDLIVE – allowing access to your health benefits from anywhere
- 401K With Employer Match
Qualifications:
- Current Pharmacy Technician Licensure required
- Current Pharmacy Technician National Certification (or in progress)
- Demonstrated ability to lead, coach, and motivate team members
- Strong customer service orientation with the ability to manage escalated calls calmly and effectively
- Ability to multi-task and manage numerous time-sensitive calls and tasks
- Ability to work well under pressure in a fast-paced environment
- Flexibility to work any shift based on department needs
- Strong communication skills, both verbal and written
EEO Statement:
“Be here. Be you.”
For more than 30 years, Marquis Companies and Consonus Healthcare have been serving seniors and welcoming staff of all backgrounds, skills, and perspectives. The Marquis family of companies offer a rich heritage of embracing differences and honoring individuality. We’ve continued to grow in our appreciation of diversity in the workplace. We know it builds strength, drives innovation, and brings valuable new perspectives and energy.
We’re committed to making our workforce an even greater reflection of the people and communities we serve, and we are honored our employees have chosen to work at Marquis and Consonus. Everything we do as a company is driven by our mission to help those we serve, and each other, live the best rest of our lives.
That means you being you – without apology or compromise. We value your every uniqueness and continue to curate, nurture, and sustain an inclusive culture. It’s the foundation of who we are and the evolution of our collective future.