Customer Service Representative II

Job Summary

Serving as the first escalation point for customer inquiries, the full-time remote Customer Service Representative II will manage inbound calls and digital engagements, assist CSR I team members, and resolve complex order issues while supporting pharmacy operations follow-up.

Key responsibilities

• Handle 80% of inbound customer calls and messages while providing support to CSR I team members
• Resolve escalated situations involving upset patients, billing exceptions, and complex account issues
• Manage shipment claims and contact patients regarding order issues to ensure timely fulfillment

Required qualifications

• High school diploma or equivalent
• 1+ year of customer service experience, preferably in phone-based or digital channels
• Comfortable navigating multiple software systems simultaneously
• Ability to type efficiently during live calls and manage multiple chats
• Willingness to be trained on HIPAA/PHI handling requirements