Assistant Customer Service Manager

Job Description

We are seeking an experienced and motivated Assistant Customer Service Manager (ACSM) to support daily operations within our PBM call center environment. This role is responsible for assisting with team leadership, operational oversight, customer issue resolution, employee coaching, and performance support to ensure exceptional service delivery for members, providers, pharmacies, and clients.

The ideal candidate is a hands-on leader who thrives in a fast-paced healthcare environment, understands call center operations, and can balance customer experience with operational efficiency. This position works closely with the Customer Service Manager to drive team performance, maintain compliance standards, and support continuous improvement initiatives.

Responsibilities

Assist with daily call center operations for inbound and outbound customer service teams

Support achievement of service levels, call quality expectations, and operational goals

Monitor call queues, workflow distribution, and staffing coverage throughout the day

Provide real-time guidance and support to Customer Service Representatives

Assist with coaching, employee development, and performance management activities

Support onboarding and training of new hires

Handle escalated customer concerns professionally and efficiently

Promote a positive, customer-focused culture centered on service excellence

Ensure compliance with HIPAA and company policies and procedures

Monitor quality assurance feedback and support corrective action initiatives

Collaborate with leadership to improve workflows and operational performance

Provide leadership support in the absence of the Customer Service ManagerCompany Description

Rx Valet is a rapidly growing pharmacy benefit and cost-containment organization focused on delivering transparent, lowest-net-cost prescription solutions for self-insured employers. Through our proprietary Drug Management Program (DMP), Shield PBM platform, and integrated pharmacy partnerships, we drive meaningful savings and improved outcomes for clients across the country.

Full-time