Supervisor, Customer Service

Empower Pharmacy is a visionary healthcare company dedicated to making quality, affordable medication accessible to millions of patients nationwide. As the nation’s most advanced 503A compounding pharmacy and FDA-registered 503B outsourcing facility, we’re redefining what’s possible in personalized medicine and pharmaceutical manufacturing. We’re proud to be recognized as one of Houston’s fastest-growing private companies and ranked #116 in Healthcare & Medical on the Inc. 5000 List for 2025. Our strength is built on four core values: People, Quality, Service, and Innovation. Guided by these principles, we’ve created a uniquely integrated healthcare platform powered by advanced technology, operational excellence, and a relentless commitment to patient care. From manufacturing and quality control to distribution and customer experience, our teams work together to raise industry standards, expand access to critical medications, and improve outcomes for patients and providers across the country. At Empower, joining our team means more than starting a new role. It means becoming part of a mission-driven organization that’s transforming healthcare at scale. We invest deeply in our people, encourage bold thinking, and create opportunities for growth, leadership, and innovation at every level. Your ideas matter here, your development is supported, and the work you do has a direct impact on the lives of millions. If you thrive in a fast-moving, purpose-driven environment where innovation, collaboration, and ambition come together, Empower Pharmacy is the place for you. Let’s transform healthcare together. POSITION SUMMARY The Supervisor, Customer Service leads call center execution to deliver responsive, accurate, and consistent support for Empower’s customers and pharmacy operations. Within a hyper-growth, highly regulated 503A/503B environment, this role owns team coordination, service quality, schedule coverage, escalation resolution, and performance against call volume and customer satisfaction expectations. The supervisor converts priorities and operating standards into clear assignments, coaches employees toward stronger results, and applies sound judgment when resolving complex customer concerns. Through disciplined monitoring, quality review, and cross-functional communication, this leader protects service continuity while supporting prescription order and payment processing. Success requires execution rigor, analytical problem-solving, precise communication, and learning agility as needs evolve. The role strengthens customer trust, employee capability, operational reliability, and Empower’s ability to expand access to affordable, innovative medications without compromising quality or accountability. RESPONSIBILITIES Customer Operations Service Coordination : Direct daily call center activities, assign work, and maintain coverage that supports timely, accurate responses across changing customer demand. Schedule Management : Build and adjust team schedules to balance coverage, workload, and service expectations while addressing absences or unexpected operational constraints. Transaction Support : Oversee prescription order and payment processing, reinforcing accuracy, timely completion, and adherence to established company standards throughout operations. Service Quality Escalation Resolution : Resolve complex customer inquiries and complaints promptly, determine appropriate next steps, and communicate clear outcomes that protect customer trust. Quality Monitoring : Review customer interactions and quality control analytics, identify performance gaps, and implement targeted actions that improve service consistency. Performance Tracking : Monitor call volume, customer satisfaction, productivity, and related indicators to assess results, prioritize intervention, and sustain achievement of goals. Team Leadership Team Direction : Set clear daily expectations for technicians and lead technicians, coordinate priorities, and reinforce accountability for productivity, accuracy, and customer care. Employee Coaching : Coach employees through timely feedback, practical guidance, and ongoing development that strengthen service skills, confidence, adaptability, and performance. Staff Training : Conduct structured onboarding and ongoing instruction, verify understanding, and address knowledge gaps that affect service quality or operational execution. Operational Coordination Partner Coordination : Collaborate with pharmacy and operational partners to clarify issues, resolve service barriers, and maintain dependable support for shared customer outcomes. Audit Reporting : Prepare accurate audit reports, organize supporting information, and follow through on identified concerns to strengthen operational visibility and accountability. Process Improvement : Analyze recurring issues and workflow inefficiencies, recommend practical improvements, and implement approved changes that increase productivity and customer satisfaction. KNOWLEDGE AND SKILLS Strong customer service and escalation management skills, with the ability to resolve complex concerns calmly, accurately, and efficiently. Proficiency in call center performance monitoring, quality control analytics, scheduling, productivity management, and interpretation of customer satisfaction measures. Working knowledge of prescription order and payment processing, audit reporting, company standards, and accuracy controls supporting dependable service operations. Effective people leadership and communication skills, including coaching, training delivery, performance feedback, work coordination, and effective cross-functional collaboration. EXPERIENCE AND QUALIFICATIONS At least three years of pharmacy or healthcare-related experience supporting customer service, prescription workflows, or comparable regulated operations required. High school diploma or equivalent; some college education is preferred but not required for successful performance in this role required. Demonstrated customer service capability, including experience addressing internal and external customer needs, handling escalations, and communicating resolutions effectively required. Proficiency with Microsoft Word, Excel, and Outlook, supported by analytical and mathematical skills for interpreting numerical information accurately required. Current registration with the Texas Board of Pharmacy as a Pharmacy Technician, maintained in good standing throughout employment required. Key Competencies: Customer Focus: Builds trust through customer-centric solutions. Strategic AI: Guides responsible AI adoption and adaptation. Optimizes Work Processes: Drives efficiency with continuous improvement. Collaborates: Partners effectively to achieve shared goals. Resourcefulness: Secures and deploys resources efficiently. Manages Complexity: Simplifies and solves complex challenges. Ensures Accountability: Delivers on commitments with integrity. Situational Adaptability: Adjusts approach to shifting conditions. Communicates Effectively: Tailors messages to diverse audiences. Values: People: Empowering people defines who we are. Quality: Excellence in every product, every time. Service: Serving others is our highest purpose. Innovation: Advancing care through technology and discovery. Employee Benefits, Health and Wellness: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/ Physical Requirements: While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.