CUSTOMER EXPERIENCE ASSOCIATE

Location: Clearwater, FL 33763 – This position is onsite.

Pay

$22.00 per hour

Schedule

Department hours are Monday–Friday, 8:00 AM to 11:00 PM EST with rotating weekends required. You will likely begin on a Monday–Friday schedule, based on coverage needs, anywhere from 10:00 AM to 11:00 PM EST with weekends a few times per month.

Training schedule: Monday–Friday, typically 9:00 AM or 9:30 AM EST start time for about two weeks.

Responsibilities

• Support customers through a streamlined, digital-first prescription process—guiding them from online order to telehealth consultation with a licensed provider, all without insurance requirements.
• Handle high-volume inquiries across phone, chat, and email, including order confirmations, tracking updates, and general account support.
• Assist customers with prescription-related questions such as provider decisions (e.g., declined prescriptions), refill eligibility, and auto-refill concerns.
• Provide clear, empathetic explanations of the end-to-end experience, ensuring customers feel informed and confident at every step of their care journey.
• Troubleshoot and resolve issues efficiently while maintaining accuracy, documenting interactions, and identifying trends to improve the overall customer experience.

Requirements

• Must have two or more years of recent experience in a high-volume inbound call center environment.
• High school diploma or equivalent.
• Background check required.

Nice to Have

• De-escalation experience.
• Experience handling difficult callers.
• Healthcare, pharmacy, or medical experience.