Customer Service Representative

Full-Time | Remote | U.S. Time Zone Overlap Required

We are looking for a warm, reliable, and detail-oriented Customer Service Representative to support a growing healthcare/pharmacy business.

This role is the first point of contact for clients. You will answer questions, help with orders, resolve routine issues, document interactions, and know when to escalate concerns to the right person. The company is RxHere LLC, a 503A Compounding Pharmacy, and the original role supports clients across phone, email, live chat, text, and client portal.

This is a support role, not a clinical role. Medical, dosing, drug-safety, or pharmacist-related questions must always be escalated and never answered directly.

Responsibilities

You will help with:

Responding to clients through phone, email, chat, text, and portal
Monitoring incoming tickets, messages, and support requests
Answering questions about orders, pricing basics, shipping, refills, turnaround times, and the ordering process
Helping clients with account access, portal navigation, and general how-to questions
Tracking, modifying, and troubleshooting orders from start to finish
Providing clear updates on order status, shipping, delays, backorders, or shortages
Coordinating with pharmacy, compounding, and fulfillment teams to get accurate answers
Escalating clinical, urgent, sensitive, or complex matters to the correct person
Following up until the client receives a clear resolution
Logging interactions, notes, updates, and outcomes in the CRM or portal
Maintaining a warm, patient, and professional tone with every client
Requirements

We are looking for someone with:

1–3+ years of experience in customer service, client support, call center, or a client-facing role
Excellent written and verbal English communication
Warm, professional phone and email manner
Strong problem-solving skills and good judgment
Ability to know when to resolve an issue and when to escalate
Strong organization and follow-through
Ability to manage multiple conversations and tools at once
Experience using CRM, help desk, or support software
Ability to learn new tools quickly
Comfort handling confidential client information professionally

The original role requires strong communication, sound judgment, organization, responsiveness, CRM comfort, and HIPAA awareness.

Nice to Have

These are not required, but would be a plus:

Healthcare, pharmacy, telehealth, or regulated-industry support experience
Experience with GoHighLevel or a similar CRM
Experience handling complaints, escalations, or de-escalation
Familiarity with order fulfillment workflows
Bilingual ability
Ideal Candidate

You are warm, calm, resourceful, and reliable. You communicate clearly, stay professional under pressure, and make clients feel heard and helped.

You should be the type of person who follows through on open items, documents clearly, and does not leave clients wondering what is happening next.

Work Schedule

This is a full-time remote role. You must be available for significant overlap with U.S. business hours, preferably U.S. Eastern Time.

Please include your availability and preferred schedule in your application.

How to Apply

To be considered, please follow the instructions below.

Required Subject Line

Use this exact subject line:

CSR APPLICATION - [Your Full Name]

Required Loom Video

Please send a 3–5 minute Loom video answering the following:

Briefly introduce yourself.
Explain your customer service, client support, or call center experience.
Share an example of how you handled a frustrated or upset client.
Talk about your experience with email, phone support, CRMs, help desks, or support tools.
Mention any healthcare, pharmacy, telehealth, or GoHighLevel experience.
Explain why you would be a strong fit for this role.
Include in Your Application
Resume or work experience summary
Relevant customer service or client support experience
Tools and CRMs you have used
Availability and preferred schedule
Loom video link
Important

Applications without the required Loom video will not be entertained.
Applications without the correct subject line will not be entertained.

We are looking for someone who can follow instructions, communicate clearly, and support clients with care, accuracy, and professionalism.