Customer Experience Rx Specialist

Job Description

REQUIREMENTS

• 1+ years of experience in customer service or call center support, with a proven ability to handle high-pressure scenarios.
• Superior communication skills, including clear and professional phone etiquette and excellent written skills.
• Comfort and proficiency with technology, from navigating web-based support platforms to using and troubleshooting smartphone apps (iPhone/Android).
• A proven ability to multitask, prioritize, and problem-solve in a fast-paced, constantly changing environment.
• A strong sense of empathy, customer advocacy, and sound judgment for creating positive outcomes in difficult or time-sensitive situations.

Preferred

• Experience in delivery-focused customer support, particularly within pharmacy or health related services.
• Familiarity with handling Rx delivery inquiries or working within HIPAA-compliant environments.
• Prior experience in a fast-paced, metrics-driven contact center setting.
• Proficiency with customer support tools like Salesforce, Geneys, Admin or similar platforms.
• A demonstrated ability to identify trends and provide feedback for continuous improvement in processes and workflows.

RESPONSIBILITIES

• Take ownership of delivering real-time support to users, including customers, shoppers, retailers, and partners, with a focus on Rx delivery-related inquiries and Instacart Health programs like Fresh Funds.
• Leverage exceptional problem-solving skills to provide fast, effective resolutions while navigating complex and evolving challenges at scale.
• Thrive in a fast-paced, dynamic work environment where processes may rapidly change, and new priorities emerge without warning.
• Communicate clearly, empathetically, and professionally across all interactions, ensuring a personalized and meaningful service experience that builds lasting trust.
• Embrace operational ownership by proactively identifying trends in customer feedback and collaborating with your Manager to streamline processes and improve outcomes.

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