• Job Description

  Req#: 8e3c2c3c-3daf-42d1-a5ba-b8de907a0dd0
  PrimeRx, developed by Micro Merchant Systems, is a leading provider of state-of-the-art pharmacy management solutions, serving thousands of pharmacies nationwide. With over 30 years of experience, PrimeRx offers a comprehensive suite of tools designed to streamline operations, enhance patient care, and improve overall efficiency.
  
  At the core of our ecosystem is PrimeRx Enterprise, a proven, robust system delivering integrated functionality for all pharmacy types. Expanding on this foundation, PrimeRx CLOUD provides secure, flexible, and remote access, while PrimeRx MARKET revolutionizes pharmaceutical purchasing with a competitive e-commerce platform.
  
  Together, these solutions create the PrimeRx ecosystem, driving efficiency, profitability, and better patient outcomes. Let PrimeRx power the future of your pharmacy.
  
  JOB SUMMARY:
  
  The Customer Service Representative (CSR) is the first point of contact for PrimeRx Marketplace customers. In this role you will resolve product, order-flow, and basic technical issues; validate and onboard new buyer accounts to protect marketplace integrity; and maintain meticulous records in the CRM. Consistently delivering prompt, knowledgeable support strengthens customer satisfaction, retention, and compliance.
  
  KEY RESPONSIBILITIES:
  • Respond promptly and professionally to customer inquiries via phone, email, and chat, meeting published SLAs.
  • Diagnose and resolve issues related to orders, account access, and basic software functionality; communicate solutions in clear, non-technical language.
  • Review new registration requests, verify customer legitimacy (e.g., pharmacy license, DEA number, business credentials), and create or activate accounts for approved applicants.
  • Accurately record all customer interactions, troubleshooting steps, and resolutions in the CRM (Zendesk or current platform).
  • Escalate complex or recurring issues to Tier 2 Support, Product, or Engineering and ensure timely follow-up through closure.
  • Meet or exceed individual KPIs for first-contact resolution, ticket aging, and CSAT scores.
  • Identify recurring issues, document findings, and recommend workflow or knowledge-base updates.
  • Adhere to HIPAA, PDMA, and internal data-privacy standards; safeguard sensitive information.
  • Stay current on platform updates, regulatory changes, and industry best practices; participate in training and QA calibrations.
  
  JOB COMPETENCIES:
  
  - Customer Focus: Shows empathy and professionalism in every interaction.
  
  - Problem-Solving: Applies logical analysis to resolve issues efficiently.
  
  - Communication: Conveys information clearly in written and verbal formats.
  
  - Technical Aptitude: Navigates web-based software and basic troubleshooting steps with ease.
  
  - Compliance Awareness: Understands healthcare regulations and account-validation requirements.
  
  - Time Management: Balances multiple tickets and account validations without compromising quality.
  
  - Collaboration: Works effectively with cross-functional teams to achieve swift resolutions.
  
  - Adaptability: Learns new processes and platform updates quickly.
  
  QUALIFICATIONS:
  • High-school diploma or equivalent required; bachelor's degree preferred.
  • One to two years in a customer-facing role, ideally within SaaS, e-commerce, or healthcare technology; experience with account verification is a plus.
  • Proficiency with Microsoft 365 or Google Workspace; CRM experience (Zendesk, Salesforce Service Cloud, or similar).
  • Typing speed of at least 45 WPM with high accuracy.
  • Ability to work a rotating schedule that may include evenings, weekends, and U.S. holidays.
  • Authorization to work in the United States.
  
  WORKING CONDITIONS:
  • Remote office setting; prolonged periods using a computer and headset.
  • Reliable high-speed internet connection required. Company-issued laptop and peripherals provided.
  • May occasionally lift up to 25 lbs of office equipment or files.
  • Flexibility to cover support hours across U.S. time zones; overtime as business needs dictate.
  • Reasonable accommodations available for qualified individuals.
  
  BENEFITS:
  
  
  • Refreshments & Dining- HQ
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • 401k safe harbor plan, match up to 4%
  • HSA/FSA/Commuter
  • Paid STD/Life
  • Employee discount program
  • Employee assistance program
  • Spring Health - mental well-being program
  • Paid Paternity Leave
  
  Our hiring process is in compliance with applicable law. All persons hired are required to verify identity and work eligibility and complete employment eligibility verification.
  
  We do not accept unsolicited headhunter and agency resumes. We will not pay fees to any third-party agency or Company that does not have a signed agreement with PrimeRx. PrimeRx is an equal-opportunity employer.
  
  We eagerly seek applicants of diverse backgrounds and hire without regard to race, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities (or disability), age, sexual orientation, veteran status, or any other characteristic protected by law.
  
  The salary for this position may vary depending on the candidate's location due to regional cost of living differences. Final compensation will be determined based on the candidate's skills, experience, and educational background. As such, the salary range is subject to adjustment to align with market conditions and company policies.
  
  The pay range for this role is:
  
  21 - 25 USD per hour (Remote (United States))

• About the company

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