CSR - Customer Service Lead

Customer Service Lead (On-site) Brello is a wellness-first brand that makes access to science-backed compounded medications feel effortless — never clinical or confusing. We connect individuals to licensed providers through Telegra, with prescriptions fulfilled by trusted 503A pharmacies. Our mission is to simplify, humanize, and demystify wellness solutions for longevity and weight management, with an authentic voice that is friendly, empowering, and transparent. We are seeking a highly motivated and detail-orientedCustomer Service Leadto oversee daily front-line operations and ensure exceptional service to all customers. This role involves supervising the customer service team, resolving escalated issues, maintaining a professional and welcoming environment, and supporting overall pharmacy operations. The ideal candidate will demonstrate strong leadership, communication, and problem-solving skills in a fast-paced healthcare setting. Key Responsibilities: • Lead and supervise a team of customer service representatives (CSRs) to ensure efficient and friendly service. • Serve as the primary point of contact for escalated customer inquiries and complaints. • Provide coaching, training, and performance feedback to customer service staff. • Monitor call, email, and in-person service metrics to ensure service level targets are met. • Collaborate with pharmacy technicians and pharmacists to address customer needs efficiently. • Implement customer service best practices and identify process improvements. • Maintain accurate records of interactions, feedback, and customer concerns. • Assist with scheduling, onboarding, and staff coverage as needed. • Promote a culture of empathy, professionalism, and accountability. Required Qualifications: • High school diploma or GED. • Must hold a current and valid Certified Pharmacy Technician (CPhT) license, issued by the Pharmacy Technician Certification Board (PTCB) or National Healthcareer Association (NHA). • Minimum of 2 years of experience in a customer service role, in a healthcare or pharmacy setting. • At least 2 year of experience in a supervisory or team lead position. • Minimum 2 years of experience with a pharmacy management software. • Demonstrated proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook. • Proven experience in conflict resolution with strong interpersonal skills. • Ability to multitask, prioritize, and manage time effectively. Preferred Qualifications: • Associate’s or bachelor’s degree in healthcare administration, business, or related field. • Experience in a 503B or 503A pharmacy setting. • Familiarity with HIPAA regulations and patient privacy standards. • Bilingual in English and Spanish is a plus. Work Environment: • Primarily in a retail pharmacy environment. • Requires prolonged periods of standing and occasional lifting up to 20 pounds. Brello is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace. Join Our Team: At Brello, we believe in giving everyone a fair shot. What truly matters is what you bring to the table, not just your background. We welcome applicants from all walks of life, regardless of gender, ethnicity, sexual orientation, or personal challenges. If you have the skills and the drive, we want to hear from you! Let’s make great things happen together! Job Type: Full-time Pay: $24.00 - $27.00 per hour Benefits: • Dental insurance • Health insurance • Paid time off Education: • High school or equivalent (Required) Experience: • customer service role, in a healthcare or pharmacy setting: 2 years (Required) • in a supervisory or team lead position: 1 year (Required) • Microsoft Office Suite : 2 years (Required) • pharmacy management software: 1 year (Required) License/Certification: • Pharmacy Technician License (Required) Ability to Commute: • Houston, TX 77006 (Required) Ability to Relocate: • Houston, TX 77006: Relocate before starting work (Required) Work Location: In person