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Capsule // pharmacy delivery
 
New Providence, NJ    Posted: Wednesday, February 17, 2021
 
   
 
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JOB DETAILS
 

About Us:

Capsule is rebuilding the $425 billion pharmacy industry from the inside out with an emotionally resonant experience, & technology that enables customized outcomes for doctors, hospitals, insurers, & manufacturers. Our team makes the same promise to each other as the one weve made to our customers, doctors, & partners: everybody needs some looking after sometimes. Capsule has raised over $250 million from the best consumer internet & healthcare investors in the world.

Our values are: everybody needs some looking after sometimes & winning together. People succeed in our culture when they are energized to accomplish ambitious goals & push themselves & those around them to be better. We work hard to teach & share our successes to help others be successful. We anticipate our teammates needs & communicate early & often, using the input of our peers to operate both fast & right. We have tremendous ambitions & have a lot of fun pursuing them if that excites you, we would love to have you join us.

About the Role:

Capsule is seeking a Pharmacy Experience Manager (Customer Service), to work directly with the Senior PX Manager to create a fun, focused, team-oriented work environment, built on mutual trust & around the construct of continual learning & development.  The PX Manager works to balance/harmonize the needs of the individual (both personal & professional) with the needs of the company in a continually changing, fast-paced work environment. The Pharmacy Experience Manager is a consistent champion of Capsules leadership ideology (both inside & outside of the office), demonstrating & promoting kindness, caring & winning together.

What Youll Do:

  • Responsible for driving productivity & quality performance of 10-15 customer service representatives through coaching & mentoring.
  • Ensure Pharmacy Experience (PX) SLAs are consistently being achieved & escalate any issues preventing those SLAs from being met.
  • Monitor dashboards & ensure the team is focused on work to be completed.
  • Comfortably serve as the primary PX customer escalation point of contact during regular business hours & own any customer escalations.
  • Review & maintain weekly PX payroll.
  • Create & communicate weekly PX schedules, incorporating volume trends & projections (PTO/breaks, etc.).
  • Maintain daily/weekly/quarterly flash reports.
  • Participate in weekly review meetings with Senior PX Manager.
  • Assist in identification & development of recurring training opportunities (e.g., regular spot quizzes, shadow exchanges with other Capsule teams, daily whiteboard topics/lessons) & incorporate results of learning checks into the performance appraisal process.
  • With PX team members, assist in the creating & refinement of quality metrics, isolating ideal state qualitative customer experience & formal Capsule wide escalation processes/associated SLAs.

Requirements:

  • 2+ years experience in supervising a team of 10-15 customer service representatives within a call center environment (preferably within the B2C retail & e-commerce industry).
  • Experience handling escalated customer issues, as well as experience with call center phone systems, call routing applications, order management systems, case management systems, & chat solutions.
  • Ability to have difficult conversations, coach & develop team members with diverse backgrounds & capabilities to meet & exceed team performance metrics.
  • Proficient in Microsoft Word, Excel & PowerPoint/Google Suite & general PC navigation.
  • Able to work flexible call center hours including late nights (roughly 10pm), weekends, & holidays.

Bonus points: 

  • Bachelors degree in Management, Business Administration, or related field/equivalent work experience.
  • Bilingual in English & Spanish, written & spoken.

About You:

  • You take pride in enabling the best work of others on the team. You think ahead to anticipate the needs of your teammates & you give & get all the facts making it easy for others to make decisions.
  • You drive results in a way that makes everyone better. You accomplish ambitious objectives while uplifting the team around you. You're a magnet for team members looking to get better & be successful.
  • You work hard & want to have fun while you do so. You celebrate wins & remember to enjoy the journey as we build something iconic.
  • You can work both fast & right & don't view them as trade-offs. You understand when things require precision & accuracy & where 80% gets you to the desired outcome.
  • You thrive on being pushed & challenged. You communicate effectively both in written form & live / on your feet - you are not fazed by tough questions in the moment. 
  • You strike the right balance between putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.
  • You operate like an owner & expect others to as well. You take personal responsibility & value personal responsibility in others. 
  • You check your ego at the door. You are interested in finding the right answer vs. always having the right answer. 

Capsule is committed to hiring the best team possible to build a pharmacy that works for everyone. We have a diverse set of problems to solve, & believe that we need a diverse set of perspectives to deliver the best possible solutions to those problems. We look for talent from a wide range of backgrounds - including but not limited to - race, age, sexual orientation, gender identity & expression, national origin, religion, disability, & veteran status.

 
 
 
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