Customer Service Coordinator, PCO
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Job Description
Remote Customer Service Coordinator resolving pharmacy client cases for Enclara Pharmacia. Monitoring Salesforce queues, researching quality issues, and coordinating timely resolutions.
Responsibilities:
- Collaborate with Account Management and organizational leaders to support responsive client issue resolution
- Monitor assigned case queues and ensure cases are addressed within Customer Service or routed to the appropriate department
- Review and update open Salesforce cases, thoroughly research issues, and communicate resolutions
- Research quality issues, identify root causes, and determine corrective or preventive actions using PCO workflows and internal systems
- Ensure accuracy of documentation and reports submitted to customers and leadership teams
- Communicate status updates on outstanding issues and escalate matters exceeding turnaround time goals
- Escalate issues, concerns, or observations that may impact customer relationships to Patient Care Operations leadership
- Monitor incoming client requests by email or telephone and provide appropriate resolutions
- Perform other duties as assigned
Requirements:
- High School Diploma or equivalent required
- CPhT preferred
- 1+ years’ customer service experience preferred
- Salesforce experience preferred
- Working knowledge of Enclara Pharmacia systems preferred
- Exceptional attention to detail and accuracy
- Ability to prioritize and manage multiple tasks in a dynamic, fast-paced team environment
- Strong interpersonal, verbal, and written communication skills
- Ability to problem-solve, escalate when necessary, and meet established deadlines
- Proactively identifies issues, drives problem resolution, and takes ownership of results
- Ability to engage stakeholders on behalf of clients and lead efforts toward strong performance results
- Strong self-motivation and ability to work independently with minimal guidance
- Strong customer service skills and polished, professional demeanor
- Intermediate proficiency in Microsoft Excel, Outlook, and Word
- Ability to comply with applicable privacy, security, and safety policies
- Ability to sit or stand for prolonged periods of 7–10 hours per day
- Occasional ability to stoop, bend, or walk throughout the day
- May require lifting up to 25 pounds occasionally
- Adequate vision to read fine print, including close vision, color vision, and focus adjustment
- Ability to hear and respond to normal voice conversations
Benefits:
- Full-time remote work arrangement
- Very limited local travel may be entailed to attend training or conferences
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
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