Customer Success Coordinator

The Customer Success Coordinator, ScriptDrop is the main point of contact for all levels of our business. They handle incoming calls, chats, and emails from customers, delivery partners, and patients, helping to resolve issues and answer questions. They also handle critical day to day internal processes to support our customers. The position is critical to the success of ScriptDrop and requires high quality human interactions and a high level of attention to detail. The position reports to ScriptDrop’s Director of Operations and will act in collaboration with team members to provide world class customer support. 12pm-8pm Eastern, Monday through Friday with some rotating weekend responsibilities.

Responsibilities:

• Serve as the lead point of contact for all customer support matters (inbound and outbound support) and resolve customer issues.
• Accurately document customer support interactions in SalesForce cases.
• Develop relationships with our customers including pharmacies, courier companies and patients.
• Be the SME of all systems and processes related to supporting our customers, couriers and patients.
• Utilize an array of soft skills and technical aptitude to ensure we are delivering value to our customers.
• Manage day-to-day courier and pharmacy operations and assist in any manual tasks as scheduled.
• Assist with challenging client requests or issue escalations as needed.
• Be the first to alert the company of any system concerns.
• Ad Hoc / As needed project work.

Skills and Qualifications:

• Effective communication skills through phone, email, and chat interactions
• Ability to thrive in a high pace work environment which continues to grow and evolve
• Experience with tools similar to Slack, SalesForce
• Experience delivering client-focused solutions to customers
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Excellent listening skills
• Strong verbal and written communication skills
• Ability to learn new products and services very quickly
• Adaptable to changing environments and business needs

Education and Experience:

• Some college experience preferred but not required
• Experience handling difficult or complicated customer service issues required
• Experience handling various levels of business partners strongly preferred

 Physical Demands and Working Conditions:

• Prolonged periods of being at a desk and working on a computer.
• May work from home or in ScriptDrop’s corporate office in Columbus, OH
• Must be able to communicate with customers effectively