Customer Care Manager

Breeze Unlimited is posting on behalf of Akina Pharmacy. At Akina Pharmacy , the shard purpose that drives us is to enrich the lives of the people in our care through compounded medications.

As a people-first organization, we embrace the Entrepreneurial Operating System (EOS) to ensure our success by prioritizing the recruitment and development of exceptional talent.

Joining Akina means stepping into an environment where clear communication, pragmatic decision-making, and accountability are at the forefront.

We are committed to empowering our team members and fostering a culture of growth and support. If you are driven by a passion for making a meaningful impact and seek a vibrant, compassionate workplace, we invite you to discover the opportunities awaiting you at Akina Pharmacy.

Together, let's build a healthier, happier community.

You will love it here if you are motivated by Akina's Core Identity Values :

• Excellence Always
• Go-Getter's Unite
• Compassion For All
• Called To Serve

You'll have success here if you value clear processes and get, want, and have capacity to do the following things :

Lead + Manage Accountability (L+M A) : Lead and manage the customer service team towards achieving exceptional service standards, holding team members accountable for their performance, and ensuring they embody the company's core values.

This involves setting clear expectations, providing feedback, and fostering a culture of excellence and continuous improvement.

• Strategy and Planning : Develop and implement customer service strategies that align with the company's goals. This includes analyzing customer service metrics to identify areas for improvement, planning resource allocation, and setting short-term and long-term objectives for the customer service department.
• Team Development and Training : Identify training needs and opportunities for team growth. Implement training programs to enhance the skills and knowledge of customer service representatives, ensuring the team is proficient in product knowledge, communication skills, and the use of any necessary technology or software (eQMS, CRM, EHR, etc.)
• Customer Experience and Satisfaction : Oversee the management of customer interactions across all channels to ensure a consistent and high-quality customer experience.

Develop policies and procedures to enhance customer satisfaction and handle complex customer complaints or issues personally when necessary.

Meeting or Exceeding Individual and Departmental Metrics : Manage defined daily qualitative and quantitative targets, including specific numbers of outbound calls, inbound calls, emails / chat requests handled, and order transactions completed, while maintaining an exceptional customer-satisfaction rating and adhering to service, productivity, and quality objectives

We train our team to help them succeed, and everyone on our team helps with our success. In this role, you'll be accountable for hitting the following numbers :

• Net Promoter Score (+80)
• Customer Retention Indicator (+85%)
• Average Hold Time (
• Abandoned Calls (

If you want to come to work, learn, and hit those numbers, you'll be recognized and rewarded.

Our company runs on EOS purely. That means as a member of this team, you will have a leader who :

• Gives clear directions and expectations to their team
• Delegates appropriately
• Holds effective meetings
• Acts with the greater good in mind
• Rewards and recognizes performance

Required Licenses and Certifications

• 3-5 years experience actively managing and developing a customer service team
• Experience being actively responsible for customer service personnel and departmental KPIs
• Experience leading, managing, and being accountable for customer service training, development, and growth, and implementation of processes and systems to achieve world-class customer service

Benefits & Perks

• Medical Benefits (Includes Dental and Vision)
• Competitive Salary
• 401k + Employer Match up to 3%
• Paid Time Off Vacation and Paid Time Off-Sick
• Paid Holidays
30+ days ago