Supervisor, Customer Service

POSITION SUMMARY

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. The supervisor converts priorities and operating standards into clear assignments, coaches employees toward stronger results, and applies sound judgment when resolving complex customer concerns. Through disciplined monitoring, quality review, and cross-functional communication, this leader protects service continuity while supporting prescription order and payment processing. Success requires execution rigor, analytical problem-solving, precise communication, and learning agility as needs evolve. The role strengthens customer trust, employee capability, operational reliability, and Empower’s ability to expand access to affordable, innovative medications without compromising quality or accountability.

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.

KNOWLEDGE AND SKILLS

• Strong customer service and escalation management skills, with the ability to resolve complex concerns calmly, accurately, and efficiently.
• Proficiency in call center performance monitoring, quality control analytics, scheduling, productivity management, and interpretation of customer satisfaction measures.
• Working knowledge of prescription order and payment processing, audit reporting, company standards, and accuracy controls supporting dependable service operations.
• Effective people leadership and communication skills, including coaching, training delivery, performance feedback, work coordination, and effective cross-functional collaboration.

EXPERIENCE AND QUALIFICATIONS

• At least three years of pharmacy or healthcare-related experience supporting customer service, prescription workflows, or comparable regulated operations required.
• High school diploma or equivalent; some college education is preferred but not required for successful performance in this role required.
• Demonstrated customer service capability, including experience addressing internal and external customer needs, handling escalations, and communicating resolutions effectively required.
• Proficiency with Microsoft Word, Excel, and Outlook, supported by analytical and mathematical skills for interpreting numerical information accurately required.
• Current registration with the Texas Board of Pharmacy as a Pharmacy Technician, maintained in good standing throughout employment required.