Director of Customer Service at Hallandale Pharmacy

Description

Title: Director of Customer Service Date Revised: December 2025

Work Location: Fort Lauderdale

Job Summary

The Director of Customer Service is responsible for leading, developing, and optimizing Hallandale Pharmacy’s customer service operations to ensure an exceptional, compliant, and scalable experience for patients, clinics, and healthcare providers. This role provides strategic and operational oversight of all customer-facing support functions, ensuring the customer service team delivers accurate, timely, and professional service in alignment with Hallandale Pharmacy’s standards and regulatory requirements as a 503A pharmacy.

The ideal candidate is a strong people leader with experience in healthcare or regulated environments who can balance customer empathy, operational efficiency, and compliance.

Key Responsabilities

• Lead, coach, and develop the Customer Service team, including hiring, onboarding, training, performance management, and ongoing professional development.
• Establish clear workflows, service standards, and accountability for all customer service operations.
• Oversee daily inbound and outbound customer communications, including phone, email, and digital portals, ensuring timely and accurate responses to patient, clinic, and provider inquiries.
• Serve as the escalation point for complex, sensitive, or high-risk customer issues and ensure appropriate resolution.
• Ensure customer service operations comply with HIPAA, USP standards, pharmacy regulations, and internal policies and procedures.
• Develop, document, and maintain customer service standard operating procedures (SOPs) in collaboration with Pharmacy Operations, Compliance, and Quality teams.
• Monitor, analyze, and report on key performance indicators, including call volume, response times, resolution rates, customer satisfaction, and escalation trends.
• Use data and customer feedback to identify trends, root causes, and opportunities for process improvement.
• Partner cross-functionally with Pharmacists, Operations, Billing, IT, and Executive Leadership to resolve systemic issues impacting customer experience.
• Act as the internal voice of the customer, providing insights and recommendations to leadership.
• Oversee customer service systems and tools, including CRM, call center platforms, and reporting dashboards.
• Identify and implement process improvements, automation, and scalable solutions to support growth and increasing service demand.
• Support new service offerings, workflow changes, and operational initiatives from a customer experience and readiness perspective.
  
  

Skills & Abilities

• Strong leadership and people-management skills with the ability to coach, develop, and motivate high-performing customer service teams.
• Exceptional communication skills, including the ability to handle complex, sensitive, or escalated conversations with professionalism and empathy.
• Deep customer-centric mindset with a focus on delivering consistent, high-quality service experiences.
• Strong operational and organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Excellent problem-solving and decision-making abilities, including root-cause analysis and process improvement.
• High attention to detail and commitment to accuracy, quality, and regulatory compliance.
• Thorough understanding of HIPAA and confidentiality requirements in customer-facing operations.
• Data-driven mindset with the ability to analyze performance metrics and translate insights into action.
• Ability to collaborate effectively across departments, including Pharmacy Operations, Compliance, IT, and Executive Leadership.
• Comfortable leading change, implementing new processes, and scaling operations as the organization grows.
• Proficiency with CRM systems, call center platforms, and customer service technologies.
• Professional judgment and discretion when handling confidential or high-risk situations.
  
  

Education & Experience

• Bachelor’s degree required; advanced degree preferred.
• 10+ years of progressive customer service, operations, or customer experience leadership experience.
• Minimum of 5+ years leading customer service teams in healthcare, pharmacy, life sciences, or other highly regulated industries.
• Demonstrated success scaling customer service organizations and driving measurable performance improvements.
• Preferred:
• Experience in compounding or specialty pharmacy environments.
• Experience supporting national or multi-site operations.
• Bilingual (Spanish) a plus.
  
  

Physical Requirements

• Sitting for prolonged periods of time sitting at a desk and working on a computer.
• May require working shifts, including evenings or weekends, depending on the pharmacy’s operating hours and needs.
  
  

AN EQUAL OPPORTUNITY EMPLOYERWe do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.