[Hiring] Customer Service Representative II @LifeMD

Role Description

The Tier 2 Customer Service Representative is the first escalation point for phone calls and digital engagements, a resource for Customer Service Representative I (CSR I) team members, and the owner of pharmacy operations follow-up for orders that do not move through fulfillment on their own. This role also carries live chat coverage in addition to phone and queue work.

• Frontline support - 80% of the role will remain handling inbound customer calls and messages, while acting as an additional resource for CSR I chat questions while TLs and Supervisors aren’t available.
• Serve as the first escalation point - take escalations from CSR I team members on calls, chats, email, SMS, and portal messages.
• Resolve escalated situations - handle upset or escalated patients, billing and refund exceptions above CSR I authority, and complex account issues.
• Escalate clinical concerns immediately - route clinical questions, adverse events, and safety/urgent concerns directly to licensed clinical staff.
• Hand off beyond-authority cases - pass cases beyond CSR II authority to the Customer Service Team Lead with a complete summary.
• Support CSR I team members - answer process, policy, and system questions in real time.
• Improve knowledge resources - report knowledge base gaps, outdated articles, and recurring CSR I questions to the Team Lead.
• Escalate stuck orders to the pharmacy - identify orders stalled in processing or fulfillment and escalate them to the responsible pharmacy.
• Manage shipment claims - file claims for lost, damaged, and delayed shipments.
• Run stuck order patient outreach - contact patients whose orders are held for bad addresses or other missing information.
• Staff live chat - cover live chat during assigned shifts and manage multiple concurrent chats.
• Respond to inbound contacts across every channel - phone, live chat, email, SMS, and in-app/patient portal messaging.
• Make outbound calls - for appointment reminders, onboarding check-ins, refill reminders, and satisfaction follow-ups.
• Support account, scheduling, and order needs - assist with account, subscription, and scheduling issues.
• Verify identity before discussing PHI - confirm patient identity per HIPAA and company policy.
• Handle billing within authority - process or route billing, payment, refund, and cancellation requests.
• Document every interaction - log complete, accurate notes in the CRM/helpdesk/telephony platform.
• Flag emerging trends - identify recurring issues and report them to the Team Lead.
• Meet individual KPIs across every channel worked in a given shift.
• Stay current on policy - complete required training on workflows, promotions, and policy changes.

Qualifications

• High school diploma or equivalent.
• 1+ year of customer service experience - phone-based, chat/digital-based, or both.
• Strong written and verbal communication skills - clear, empathetic, and accurate in both formats.
• Comfortable navigating multiple software systems simultaneously.
• Ability to type efficiently while on a live call, and to manage multiple concurrent chats when off the phone.
• Willingness to be trained on and consistently follow HIPAA/PHI handling requirements.
• Ability to learn and accurately apply program information across all five verticals.

Requirements

• 12+ months of prior experience in healthcare, telehealth, pharmacy, or e-commerce fulfillment customer service.
• Experience with shipping carriers, claims, or order exception handling.
• Experience with Jira or a similar ticketing tool.
• Outbound sales, retention, or win-back call experience.
• Familiarity with subscription/e-commerce billing models.
• Bilingual (Spanish/English or other) a plus.

Benefits

• Compensation: $24-26/hour
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, Roth 401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Paid Holidays
• Short Term Disability
• Training & Development