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Customer Service
Customer Service
Company Description
Nimblerx technology helps independent and regional pharmacies deliver the best possible care to their communities by modernizing pharmacy workflows. It simplifies everything from mobile checkout and prescription fills/refills to patient communications. By dismantling the barriers to consistent care, Nimble's digital interventions drive significant impact, improving medication adherence by 26-40 percent while freeing pharmacists from busy work so they can spend more time on patient care.
As part of Swoop's privacy-by-design approach, Nimble's prescription fulfillment data integrates into an exclusive commercial intelligence layer. These signals enable life sciences companies to accelerate therapy adoption, support long-term adherence, and drive measurable impact across the treatment lifecycle.
Job Description
We're looking for a dedicated and empathetic Customer Service professional to join our team in Bronxville, United States. In this role, you'll be the voice of our customers, delivering exceptional support and creating positive experiences that build lasting relationships. If you're passionate about solving problems, thrive in a collaborative environment, and take pride in helping others, we'd love to hear from you!
As a Customer Service representative, you'll be on the front lines supporting our customers while helping improve the way we serve them every day. You'll handle inquiries with professionalism, empathy, and urgency, ensuring every interaction leaves a positive impression.
Responsibilities:
- Provide exceptional customer support through email, chat, and phone channels with professionalism, empathy, and responsiveness
- Resolve customer inquiries from start to finish while maintaining high-quality standards and ensuring customer satisfaction
- Respond promptly to customer concerns, especially during high-priority situations, and help customers navigate issues with confidence
- Manage multiple customer interactions simultaneously while maintaining accuracy and attention to detail
- Identify recurring customer issues and trends, then recommend improvements to enhance the overall customer experience
- Share valuable customer feedback and insights with internal teams to drive product and service improvements
- Contribute to knowledge articles, support documentation, and self-service resources that help customers find solutions independently
- Collaborate with Operations, Product, and other departments to resolve complex customer concerns and improve processes
- Clearly communicate customer issues and feedback to internal teams, serving as the voice of the customer
- Embrace new tools, systems, and processes quickly, and actively participate in testing and implementing improvements
- Take ownership of your work and continuously look for ways to enhance efficiency and customer satisfaction
- Support a culture of innovation, collaboration, and continuous learning within the team
- Maintain detailed and accurate records of all customer interactions and resolutions
Required Qualifications
- Exceptional written and verbal communication skills with the ability to explain concepts clearly and professionally
- A genuine passion for delivering outstanding customer experience and taking ownership when customers encounter challenges
- Strong attention to detail and the ability to identify issues others may overlook, even under time-sensitive conditions
- High resilience with the ability to manage large volumes of customer interactions and difficult situations professionally
- Proficiency in computer programs including Word, Excel, PowerPoint, and Outlook
- Strong organizational skills and ability to prioritize multiple tasks effectively
- Demonstrated ability to work collaboratively with colleagues across different departments
- Active listening skills and genuine empathy for customer concerns
- Problem-solving abilities and sound decision-making skills
- Ability to remain calm, patient, and composed under pressure
- Minimum of a high school diploma or general education degree (GED); bachelor's degree preferred
- Ability to successfully complete required training and certifications before handling live customer cases
Preferred Qualifications
- Experience making independent decisions in live or same-day customer support environments
- Experience creating, maintaining, or improving internal documentation and knowledge base articles
- Experience supporting escalated customer issues or working in environments utilizing chatbot or automation-assisted support
- Experience managing multiple concurrent chat or email conversations
- Demonstrated ability to adapt quickly to new tools, systems, and processes
- Experience contributing ideas for process improvements and operational efficiency
- Familiarity with customer relationship management (CRM) systems or support ticketing platforms
- Experience in a fast-paced, high-volume customer service environment
