Job Summary:

The Customer Success Coordinator is the main point of contact for all levels of our business. They handle incoming calls, chats, and emails from customers, delivery partners, and patients, helping to resolve issues and answer questions. The position is critical to the success of ScriptDrop and requires high quality human interactions. The position reports to a Customer Success Manager and will act in collaboration with team members to provide world class customer support.

Duties/Responsibilities:

• Serve as the lead point of contact for all customer support matters (inbound and outbound support) and resolve customer issues.
• Accurately document customer support interactions in SalesForce cases.
• Develop relationships with our customers including pharmacies, courier companies patients.
• Be the SME of all systems and processes related supporting our customers, couriers and patients.
• Utilize an array of soft skills and technical aptitude to ensure we are delivering value to our customers.
• Manage day-to-day courier and pharmacy operations.
• Communicate customer needs and objectives clearly and provide solutions to improve the product.
• Assist with challenging client requests or issue escalations as needed.
• Be the first to alert the company of any system concerns.
• Ad Hoc / As needed project work.

Other:

• Note: Working hours are Monday through Friday from 12pm-8pm ET with rotational weekend shifts.

Required Skills/Abilities:

• Effective communication skills through phone, email, chat and text interactions
• Ability to thrive in a high pace work environment which continues to grow and evolve
• Experience with tools similar to Slack, SalesForce
• Experience delivering client-focused solutions to customers
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Excellent listening skills
• Strong verbal and written communication skills
• Ability to learn new products and services very quickly
• Adaptable to changing environments and business needs

Education and Experience:

• Experience handling difficult or complicated customer service issues required
• Experience handling various levels of business partner strongly preferred
• Some college experience preferred but not required

Physical Demands and Working Conditions:

• Prolonged periods of being at a desk and working on a computer.
• May work from home or in ScriptDrop’s corporate office
• Must be able to communicate with customers effectively