Spectrum Equity

GoodRx is the leading prescription savings platform in the U.S. Trusted by more than 25 million consumers and 750,000 healthcare professionals annually, GoodRx provides access to savings and affordability options for generic and brand-name medications at more than 70,000 pharmacies nationwide, as well as comprehensive healthcare research and information. Since 2011, GoodRx has helped consumers save nearly $75 billion on the cost of their prescriptions.

Our goal is to help Americans find convenient and affordable healthcare. We offer solutions for consumers, employers, health plans, and anyone else who shares our desire to provide affordable prescriptions to all Americans.

About the Role:

The Customer Success Coordinator, ScriptDrop is the main point of contact for all levels of our business. They handle incoming calls, chats, and emails from customers, delivery partners, and patients, helping to resolve issues and answer questions. They also handle critical day to day internal processes to support our customers. The position is critical to the success of ScriptDrop and requires high quality human interactions and a high level of attention to detail. The position reports to ScriptDrop’s Director of Operations and will act in collaboration with team members to provide world class customer support. 12pm-8pm Eastern, Monday through Friday with some rotating weekend responsibilities.

Responsibilities:

• Serve as the lead point of contact for all customer support matters (inbound and outbound support) and resolve customer issues.

• Accurately document customer support interactions in SalesForce cases.

• Develop relationships with our customers including pharmacies, courier companies and patients.

• Be the SME of all systems and processes related to supporting our customers, couriers and patients.

• Utilize an array of soft skills and technical aptitude to ensure we are delivering value to our customers.

• Manage day-to-day courier and pharmacy operations and assist in any manual tasks as scheduled.

• Assist with challenging client requests or issue escalations as needed.

• Be the first to alert the company of any system concerns.

• Ad Hoc / As needed project work.

Skills and Qualifications:

• Effective communication skills through phone, email, and chat interactions

• Ability to thrive in a high pace work environment which continues to grow and evolve

• Experience with tools similar to Slack, SalesForce

• Experience delivering client-focused solutions to customers

• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail

• Excellent listening skills

• Strong verbal and written communication skills

• Ability to learn new products and services very quickly

• Adaptable to changing environments and business needs

Education and Experience:

• Some college experience preferred but not required

• Experience handling difficult or complicated customer service issues required

• Experience handling various levels of business partners strongly preferred

Physical Demands and Working Conditions:

• Prolonged periods of being at a desk and working on a computer.

• May work from home or in ScriptDrop’s corporate office in Columbus, OH

• Must be able to communicate with customers effectively

All GoodRx employees are responsible for reviewing and complying with all Company safety and security policies and procedures, being vigilant and observant of potential security threats (including phishing attempts) and proactively communicating with the Security Team to raise any concerns.

At GoodRx, pay ranges are determined based on work locations and may vary based on where the successful candidate is hired. The pay ranges below are shown as a guideline, and the successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, and other relevant business and organizational factors. These pay zones may be modified in the future. Please contact your recruiter for additional information.

San Francisco and Seattle Offices:

$26.93 - $40.87

New York Office:

$25.00 - $37.50

Santa Monica Office:

$22.60 - $34.14

Other Office Locations:

$20.20 - $30.77

GoodRx also offers additional compensation programs such as annual cash bonuses or commission, and annual equity grants for most positions as well as generous benefits. Our great benefits offerings include medical, dental, and vision insurance, 401(k) with a company match, an ESPP, unlimited vacation, 13 paid holidays, and 72 hours of sick leave. GoodRx also offers additional benefits like mental wellness and financial wellness programs, fertility benefits, generous parental leave, pet insurance, supplemental life insurance for you and your dependents, company-paid short-term and long-term disability, and more!

We’re committed to growing and empowering a more inclusive community within our company and industry. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has a seat at the table and the tools, resources, and opportunities to excel.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. GoodRx is committed to leveling the playing field, and we encourage women, people of color, those in the LGBTQ+ communities, individuals with disabilities, and Veterans to apply for positions even if they don’t necessarily check every box outlined in the job description. Please still get in touch - we’d love to connect and see if you could be good for the role!

GoodRx is committed to providing reasonable accommodations for candidates with disabilities during our recruiting process. If you need any assistance or accommodations due to a disability, please reach out to us at accommodations@goodrx.com.

We prioritize candidate safety. Please be aware that all official communication will only be sent from @goodrx.com or goodrx@myworkday.com addresses.

GoodRx is America's healthcare marketplace. The company offers the most comprehensive and accurate resource for affordable prescription medications in the U.S., gathering pricing information from thousands of pharmacies coast to coast, as well as a tele-health marketplace for online doctor visits and lab tests. Since 2011, Americans with and without health insurance have saved $60 billion using GoodRx and million consumers visit goodrx.com each month to find discounts and information related to their healthcare. GoodRx is the #1 most downloaded medical app on the iOS and Android app stores. For more information, visit www.goodrx.com.