Loud Solutions
Loud Solutions is representing a leading compounding pharmacy client in DC seeking a Customer Service Manager to drive excellence in patient and prescriber experience.
Overview This role leads the customer service team, ensuring every interaction reflects the company’s commitment to compassion, quality, and service. The right leader will combine strong accountability with a people-first approach, developing talent, improving processes, and using data to continuously raise standards.
Responsibilities
Lead & Manage:
Drive performance and accountability across the customer service team, ensuring alignment with company values.
Metrics & Reporting:
Monitor KPIs (hold times, call quality, resolution rates, CSAT/NPS) and deliver actionable insights.
Operational Excellence:
Oversee scheduling, workload distribution, and system execution to meet service standards.
Team Development:
Train, coach, and build capability within the team, fostering growth and autonomy.
Escalations:
Serve as the escalation point for complex cases, collaborating cross-functionally to resolve issues quickly and effectively.
Performance Targets
Patient hold time:
Prescriber hold time:
Abandoned calls:
Chat response time:
CSAT: >4.8
Qualifications
3+ years leading and managing customer service teams, ideally in healthcare or other regulated industries.
Strong analytical skills with experience tracking and improving customer service KPIs.
Proven ability to coach, train, and develop high-performing teams.
Skilled at handling escalations and solving complex customer issues
Cross-department collaboration to ensure a positive customer experience.
Benefits
Medical, dental, and vision coverage options
Generous PTO and 8 paid holidays
401K with 4% company match
Rewards and recognition program
#J-18808-Ljbffr
Overview This role leads the customer service team, ensuring every interaction reflects the company’s commitment to compassion, quality, and service. The right leader will combine strong accountability with a people-first approach, developing talent, improving processes, and using data to continuously raise standards.
Responsibilities
Lead & Manage:
Drive performance and accountability across the customer service team, ensuring alignment with company values.
Metrics & Reporting:
Monitor KPIs (hold times, call quality, resolution rates, CSAT/NPS) and deliver actionable insights.
Operational Excellence:
Oversee scheduling, workload distribution, and system execution to meet service standards.
Team Development:
Train, coach, and build capability within the team, fostering growth and autonomy.
Escalations:
Serve as the escalation point for complex cases, collaborating cross-functionally to resolve issues quickly and effectively.
Performance Targets
Patient hold time:
Prescriber hold time:
Abandoned calls:
Chat response time:
CSAT: >4.8
Qualifications
3+ years leading and managing customer service teams, ideally in healthcare or other regulated industries.
Strong analytical skills with experience tracking and improving customer service KPIs.
Proven ability to coach, train, and develop high-performing teams.
Skilled at handling escalations and solving complex customer issues
Cross-department collaboration to ensure a positive customer experience.
Benefits
Medical, dental, and vision coverage options
Generous PTO and 8 paid holidays
401K with 4% company match
Rewards and recognition program
#J-18808-Ljbffr