Customer Service Coordinator

Innova People • Chesterfield, MO, US • $0 - $21 / hour • 4m ago

Job Title: Onsite Customer Service Coordinator (Pharmacy Related)
Job Type: Full-Time
Schedule: 40 hours per week (CST) | Day Shift: 9:30 AM – 6:00 PM
Compensation: Up to $21 per hour
Located in Chesterfield, MO

Job Summary

The Customer Service Coordinator oversees the daily performance and workflow of a team of Customer Service Representatives to ensure operational excellence and patient satisfaction. This role is responsible for driving team performance, supporting prescription-related processes, and maintaining alignment with organizational goals.

The Coordinator serves as a leader, coach, and escalation point—motivating the team to meet key performance metrics while ensuring patients receive timely, professional, and solution-driven service. This position requires strong leadership, organization, and the ability to balance performance management with team development.

Responsibilities

Team Leadership & Performance Management

Monitor and direct daily team workflow to ensure completion of all customer service-related tasks
Assign responsibilities based on priority and operational needs
Inspire, motivate, and engage team members to meet or exceed key performance metrics
Conduct bi-weekly 1:1 meetings with each team member to review performance and development goals
Lead weekly team meetings to communicate updates, priorities, and expectations
Recognize and reward strong performance and positive behaviors

Monitoring & Quality Oversight

Monitor team performance using operational reports, CRM systems, and call tracking tools
Perform live and recorded call monitoring with regular performance feedback
Identify trends impacting service levels or patient satisfaction and implement corrective actions
Ensure adherence to scripts, compliance standards, and workflow procedures

Coaching & Development

Identify training needs and provide real-time coaching and feedback
Support onboarding and ongoing training initiatives
Address attendance concerns and escalate performance issues as needed
Maintain a culture of accountability, professionalism, and continuous improvement

Escalation & Operational Support

Handle escalated patient calls professionally and effectively
Provide coverage for high-priority tasks and inbound queues as needed
Gather team feedback and escalate operational concerns to leadership
Conduct regular check-ins with leadership to align on team priorities and performance goals

Qualifications

2+ years of customer service experience, preferably in healthcare, pharmacy, or call center settings
Prior leadership or team lead/coordinator experience strongly preferred
Knowledge of medical terminology preferred
Strong ability to manage escalated situations with professionalism and empathy
Understanding of customer service KPIs and performance metrics
Comfortable leading meetings and conducting performance discussions
Proficiency in Microsoft 365 and CRM systems
Excellent verbal and written communication skills
Strong organizational, time management, and problem-solving abilities
Reliable attendance and strong accountability standards