[Hiring] Customer Service Supervisor @Empower Pharmacy

Role Description

The Supervisor, Customer Service leads call center execution to deliver responsive, accurate, and consistent support for Empower’s customers and pharmacy operations. Within a hyper-growth, highly regulated 503A/503B environment, this role owns team coordination, service quality, schedule coverage, escalation resolution, and performance against call volume and customer satisfaction expectations.

• Converts priorities and operating standards into clear assignments.
• Coaches employees toward stronger results.
• Applies sound judgment when resolving complex customer concerns.
• Monitors quality and communicates across functions to protect service continuity.
• Supports prescription order and payment processing.
• Strengthens customer trust, employee capability, operational reliability, and access to affordable medications.

Responsibilities

• Customer Operations
  • Service Coordination: Direct daily call center activities, assign work, and maintain coverage that supports timely, accurate responses across changing customer demand.
  • Schedule Management: Build and adjust team schedules to balance coverage, workload, and service expectations while addressing absences or unexpected operational constraints.
  • Transaction Support: Oversee prescription order and payment processing, reinforcing accuracy, timely completion, and adherence to established company standards throughout operations.
• Service Quality
  • Escalation Resolution: Resolve complex customer inquiries and complaints promptly, determine appropriate next steps, and communicate clear outcomes that protect customer trust.
  • Quality Monitoring: Review customer interactions and quality control analytics, identify performance gaps, and implement targeted actions that improve service consistency.
  • Performance Tracking: Monitor call volume, customer satisfaction, productivity, and related indicators to assess results, prioritize intervention, and sustain achievement of goals.
• Team Leadership
  • Team Direction: Set clear daily expectations for technicians and lead technicians, coordinate priorities, and reinforce accountability for productivity, accuracy, and customer care.
  • Employee Coaching: Coach employees through timely feedback, practical guidance, and ongoing development that strengthen service skills, confidence, adaptability, and performance.
  • Staff Training: Conduct structured onboarding and ongoing instruction, verify understanding, and address knowledge gaps that affect service quality or operational execution.
• Operational Coordination
  • Partner Coordination: Collaborate with pharmacy and operational partners to clarify issues, resolve service barriers, and maintain dependable support for shared customer outcomes.
  • Audit Reporting: Prepare accurate audit reports, organize supporting information, and follow through on identified concerns to strengthen operational visibility and accountability.
  • Process Improvement: Analyze recurring issues and workflow inefficiencies, recommend practical improvements, and implement approved changes that increase productivity and customer satisfaction.

Qualifications

• Strong customer service and escalation management skills.
• Proficiency in call center performance monitoring, quality control analytics, scheduling, and productivity management.
• Working knowledge of prescription order and payment processing, audit reporting, and accuracy controls.
• Effective people leadership and communication skills.

Requirements

• At least three years of pharmacy or healthcare-related experience supporting customer service, prescription workflows, or comparable regulated operations.
• High school diploma or equivalent; some college education is preferred.
• Demonstrated customer service capability, including experience addressing internal and external customer needs.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Current registration with the Texas Board of Pharmacy as a Pharmacy Technician, maintained in good standing throughout employment.

Benefits

• Comprehensive medical, dental, and vision coverage.
• Paid time off.
• 401(k) matching.
• Wellness perks, IV therapy, and compounded medications.

Values

• People: Empowering people defines who we are.
• Quality: Excellence in every product, every time.
• Service: Serving others is our highest purpose.
• Innovation: Advancing care through technology and discovery.