The lead customer care specialist monitors and resolves customer care issues while providing staffing direction and leadership to the team. They are responsible for managing escalations, training new teammates, and ensuring timely resolution of pharmacy operation exceptions.
Are you someone looking for professional career growth? Onco360 Pharmacy is looking for a Pharmacy Lead Customer Care Specialistfor our Pharmacy located in Houston, TX. This is a Full-Time position. May transition to Remote work once Onsite Training Period is complete.
Work Hours: Wed – Fri – 10:30am – 7pm CST AND Sat & Sun – 8am – 4:30pmCST
**Starting salary at $24/hr and up** We also offer quarterly incentive bonuses.
Sign-On Bonus: $5,000 for employees starting before December 31, 2026.
We offer a variety of benefits including:
Medical, Dental & Vision insurance
401k with a match
Paid Time Off and Paid Holidays
Tuition Reimbursement
Paid Volunteer Day
Floating Holiday
Referral Incentive
Paid Life, and short & long-term disability insurance
Pharmacy Lead Customer Care Specialist Summary
The lead customer care specialist will work with internal teams, patients and providers to monitor and resolve all customer care issues. The customer care lead will also be responsible for monitoring and providing staffing directions to the leadership team to ensure all assignments of the vertical are handled to appropriate and timely resolution. They may be assigned more difficult and/or escalated customer care issues, assist with employee training content development and deployment, and other lead duties as assigned.
Pharmacy Lead Customer Care Specialist Major Responsibilities
Manages the customer care escalations email workflow.
Works with the Customer Care Supervisor to ensure all team escalations are addressed daily.
Assigns and works to complete all address exceptions provided by leadership in pharmacy operations.
Reports to the Customer Care Supervisor on any items that may cause exceptions/escalations not to be completed.
Escalates all issues to the proper pharmacy director, sales team rep or analytics team.
Works with other functional areas to resolve customer problems, documenting as required, and notifies appropriate parties as to what action will be taken to resolve the problem.
Performs other tasks as assigned and exhibits attention to detail on all tasks.
Will need to maintain a specific number of patient interactions and calls each month.
Onboarding, training, and mentoring new teammates who join Customer Care.
Serve as a leader on the team who can answer questions and help teammates triage escalated issues while Customer Care Supervisor is away.
Works all projects that are assigned by the Customer Care Supervisor or leadership in pharmacy operations.
Education/Learning Experience
Required: Bachelor’s Degree
Work Experience
Required: 2+ years of pharmacy operations
Desired: 2+ years of customer care, outbound / inbound, patient satisfaction, or other equivalent experience
Skills/Knowledge
Required: Customer service, problem solving, and excellent verbal and written communication skills. The ability to work independently with little to no guidance.
Licenses/Certifications
Required: State Pharmacy Technician (as required) and national Pharmacy Technician certification (PTCB or equivalent)
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