Customer Service Coordinator, PCO

• Collaborate with Account Management and organizational leaders to support client issue resolution
• Monitor assigned case queues and ensure cases are addressed or routed for timely follow-up
• Review and update open Salesforce cases and communicate resolutions
• Research quality issues, identify root causes, and determine corrective or preventive actions
• Use PCO workflows and internal systems including Infinity, E3 Mobile, E3 Connect, Verint, and Docu Ware
• Ensure accuracy of documentation and reports submitted to customers and leadership
• Communicate status updates on overdue issues and lift them as needed
• Escalate issues that may impact customer relationships to Patient Care Operations leadership
• Monitor client requests received by email or telephone and provide appropriate resolutions
• Perform other duties as assigned

• High School Diploma or equivalent required
• CPhT preferred
• 1+ years’ customer service experience preferred
• Salesforce experience preferred
• Working knowledge of Enclara Pharmacia systems preferred
• Exceptional attention to detail and accuracy
• Ability to prioritize and manage multiple tasks in a fast-paced team environment
• Strong interpersonal, verbal, and written communication skills
• Ability to problem-solve, elevate when necessary, and meet deadlines
• Ability to identify issues, drive resolution, and take ownership of results
• Ability to engage stakeholders and achieve performance results
• Ability to work independently with minimal guidance
• Strong customer service skills and professional demeanor
• Intermediate proficiency in Microsoft Excel, Outlook, and Word
• Ability to comply with applicable privacy, security, and safety policies
• Ability to sit or stand for 7-10 hours per day; occasional lifting up to 25 pounds
• Adequate vision and hearing to perform job duties

Demonstrates strong customer service skills and the ability to effectively communicate with clients and stakeholders. Proficient in Salesforce and various internal systems, with a focus on problem-solving and attention to detail.

• Salesforce Experience
• Customer Service Skills
• Attention to Detail
• Problem-Solving Ability
• CPhT Certification

• Customer Service
• Salesforce
• Microsoft Excel
• Microsoft Outlook
• Microsoft Word
• Enclara Pharmacia Systems
• Case Management
• Documentation Accuracy
• Issue Resolution
• Data Reporting

• Interpersonal Skills
• Verbal Communication
• Written Communication
• Time Management
• Team Collaboration

• CPhT

• Patient Care Operations
• Quality Issues
• Root Cause Analysis
• Corrective Actions
• Privacy Compliance

• Infinity
• E3 Mobile
• E3 Connect
• Verint
• Docu Ware