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Location

Berkeley, CA | United States

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Job description

To ensure we provide excellent customer service, we have a unique employee culture that doesn't just talk about core values, but exemplifies them in everything we do. They are: do the right thing, quality matters, and question everything . We believe in investing in our people to play to their strengths and have the right people in the right seats. All employees have 15 minute weekly check-ins reviewed by their manager and quarterly 360-performance reviews to ensure clarity of job expectations. To learn more about our culture, please visit our website.

In this role, you will be responsible for typing prescriptions, answering incoming phone calls, completing Zendesk tickets, and delivering excellent customer service. You will be engaged with customers for both retention and sales support. You will be answering questions from patients and prescribers on what compounds we make, what alternative options we may have, or help them with transferring their prescriptions or processing refill requests. You will also be cross trained in the lab where you will learn to fill and prepare compounded prescriptions. This is a full time position.


Internal Title: Customer Care Specialist

Primary Duties and Responsibilities:

• Answer incoming calls from patients and doctors’ offices
• Accurately enter information and search the appropriate database system to: respond to patients' or doctors' inquiries, complete patient intakes, type new prescriptions, process refills, and check status of orders
• Call Escalation: When needed, collect data and create accurate and detailed Zendesk “tickets” for escalated calls so the appropriate party is able to assist customers
• Work with other technicians and pharmacists in the lab, preparing compounded medications
• Demonstrate exceptional, professional, and genuine etiquette and phone skills when answering calls, placing callers on hold, transferring calls, taking messages, or other duties
  
  
• Use a variety of technology and information resources to attempt to provide First Call Resolution to customers. Follow a set of guidelines designed to provide consistent service and answers to customers
  
  
• Use your best critical thinking and problem-solving skills to try to help the customer
• Assist and work with a large team including pharmacists, data entry, compounding technicians, and shipping personnel to fulfill orders efficiently
• Fulfill other (technician) duties as assigned by supervising Pharmacist or Leads
• Assist in any duties necessary to ensure the functionality of the business

Skills and Abilities:

• Ability to effectively communicate in brief and clearly expressed manner
• Ability to read the tone of someone’s voice and measure the cadence of the conversation to determine whether the prospect is satisfied or not
• Ability to perceive, understand, harness and manage emotions
• Ability to work with technology including but not limited to PK Pharmacy Software, Zoom, Zendesk, Guru, Outlook, credit card system and use technology to become more productive
• Experience with customer service and multi-line phone is preferred
• Familiarity with drug terminologies
• Strong organizational and interpersonal skills
• Ability to build quickly on conversation and build relationships
• Ability to stay calm and positive in stressful situations
• Ability to multi-task and work in fast-past environment
• Great leadership, customer service, and teamwork skills
• Able to communicate effectively, both verbal and written, in the English language
• Attention to detail
• Ability to problem solve effectively
• Ability to follow policies and procedures, basic math skills
• Motivated self-starter with great attitude, flexibility, and entrepreneurial spirit
• Able to work under pressure to prioritize and manage workload, manage simultaneous tasks and meet deadlines within a fast paced and changing environment

Requirements

• Minimum of High School Diploma/G.E.D.
• Licensed pharmacy technician through the CA Board of Pharmacy
• At least 1 year of pharmacy technician experience in a retail, specialty, or compounding setting
• Preferred experience with pharmacy software or other retail database systems
• At least 2-3 years of customer service experience (preferred in a pharmacy or healthcare setting)
• Type at least 60 wpm
• Pass drug screen test, background check, pre-employment verification process
• Read, understand and be compliant with HIPAA
• Proficient in CA pharmacy law pertaining to Pharmacy Technicians
• Working Conditions: Standing, walking, sitting, reaching above shoulders, reaching waist level, reaching below knee, climbing, lifting above shoulder up to 20 lbs and lifting waist level up to 20 lbs

Benefits

Why Work At Valor:

• You want a career in pharmacy or compounding
• You want to help patients and physicians learn about alternative medications
• You are looking for opportunities for growth and promotions
• You love learning new skills and are open to feedback to improve your work product
• You believe in and can demonstrate our core values

• You value having a 15-minute weekly check-in reviewed by your manager and twice a year 360-performance reviews to ensure clarity of job expectations and growth

• You are comfortable with fast-paced, dynamic, and growing pharmacy business in the heart of Berkeley, CA
• Full-time employees are eligible for company benefits including medical, dental, vision, wellness benefits and much more. 401k retirement plan plus company safe harbor match program

Valor’s pay band range for this position is $20 to $26 per hour. This salary range may include multiple levels. Your level is based on our assessment of your interview performance and experience, which you can always ask the hiring manager about to understand in more detail. Salary is just one component of Valor’s total compensation package for employees. Your total rewards package at Valor will include employer contributions for employee premiums of medical, dental, and vision coverage, long-term disability, life and accidental death and dismemberment insurance, 401(k) retirement plan with safe harbor match and profit sharing plan, monthly catered employee celebrations lunch, PTO and Holiday pay policy, and other benefits.

Valor Compounding Pharmacy, Inc. is an At-Will and EEO employer. We have a diverse group of hardworking people who thrive in dynamic environments. In 2020, Valor was ranked in Inc. 5000's Fastest Growing Private Companies, awarded by the San Francisco Business Times Leadership Trust, and accredited by the Pharmacy Compounding Accreditation Board (PCAB). We are a multi-state licensed 503A sterile and non-sterile compounding pharmacy. We pride ourselves on our innovation, data driven decision making, and quality in patient care, medications, and experience.

We adhere to the California Consumer Privacy Act (CCPA). For information about our privacy policy, please visit our Privacy Notice.

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Salary