Digital Customer Service Representative (DCSR)
Company Overview
At Akina Pharmacy , the shared 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.
Position Summary
The Digital Customer Service Representative (DCSR) is a key player in Akina Pharmacy ’s commitment to providing exceptional service through digital communication channels. This role specializes in handling customer interactions via live chat, email, online reviews, and AI-assisted chatbot responses, ensuring timely, accurate, and compassionate communication.
As a DCSR, you will manage high volumes of online inquiries, resolve customer concerns efficiently, and maintain Akina Pharmacy ’s reputation by engaging with patients and providers across multiple digital platforms. You will also play an active role in refining AI chatbot responses and updating knowledge bases to enhance automation and improve customer satisfaction. Success in this position requires strong written communication skills, attention to detail, and the ability to handle multiple digital conversations simultaneously while maintaining performance metrics such as response time, resolution rate, and quality assurance.
At Akina Pharmacy , we value individuals who embody our core identity values of Excellence Always, Go-Getter’s Unite, Compassion For All, and Called To Serve. If you thrive in a fast-paced, tech-driven environment and are passionate about providing efficient and high-quality digital customer service in the healthcare industry, this role is for you.
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:
Digital Customer Engagement: Provide prompt, professional, and compassionate responses to customer inquiries via online channels like email, live chat, social media, and company websites.. Ensure consistent, excellent communication that reflects Akina Pharmacy ’s core values and service standards. Personalize interactions to build trust and maintain positive relationships with patients and providers.
Response Time & Quality Assurance Meet or exceed strict response time goals ( Chat: Issue Resolution & Proactive Support: Troubleshoot and resolve customer concerns through clear, solution-focused communication. Collaborate with customer service representatives, pharmacists, and pharmacy technicians to escalate and resolve complex issues. Identify frequent inquiries and pain points, recommending process improvements for better service.
Reputation Management & Customer Feedback: Monitor, manage, and respond professionally to online reviews, addressing concerns and highlighting positive experiences. Track customer sentiment and recurring feedback trends, escalating key insights for service enhancements. Help maintain Akina Pharmacy ’s reputation by fostering constructive, brand-aligned engagement.
AI Chatbot Database Management: Review and analyze chatbot interactions to identify gaps in AI responses. Provide feedback and recommendations to improve the chatbot’s accuracy, efficiency, and customer satisfaction. Regularly update and refine the customer service knowledge-base, ensuring it aligns with real-world customer need