Empower Pharmacy is seeking a skilled Customer Retention Specialist to strengthen client relationships and ensure ongoing satisfaction. As a Customer Retention Specialist, you will be the frontline advocate for patients, providers, and partners, addressing concerns, supporting renewals, and promoting loyalty. This role is ideal for someone with a customer-first mindset, analytical skills, and a passion for healthcare, offering the opportunity to contribute to Empower’s mission of delivering safe, high-quality, and affordable medication nationwide.
Role Overview: Customer Retention Specialist at Empower Pharmacy
As a Customer Retention Specialist, you will proactively manage customer relationships, implementing retention strategies, and ensuring seamless engagement. You will use AI-enabled tools and analytics to identify at-risk accounts, address concerns, and prevent churn, helping Empower maintain trust and loyalty. This role combines customer-focused service with operational excellence and data-driven insights to directly impact the company’s growth and patient satisfaction.
Key Responsibilities for Customer Retention Specialist
Building Relationships & Retaining Customers
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Develop trusted connections with customers by actively listening and resolving issues with urgency
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Execute retention strategies to prevent churn, increase renewals, and maintain long-term satisfaction
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Partner with sales, operations, and compliance teams to ensure seamless customer experiences
Data-Driven Customer Management
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Utilize AI-enabled tools and analytics to detect early warning signs of churn and identify at-risk accounts
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Maintain accurate records of customer interactions, outcomes, and resolutions
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Provide actionable insights to improve retention strategies and customer satisfaction
Continuous Improvement & Collaboration
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Share customer feedback and recommend process enhancements to elevate retention operations
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Contribute to scalable solutions that enhance the customer experience
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Collaborate across teams to optimize workflow and ensure adherence to compliance standards
Required Qualifications
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Minimum 3 years of experience in customer retention, preferably in healthcare, pharmaceutical, or regulated industries
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Strong skills in relationship management, problem-solving, and customer engagement
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Familiarity with AI tools, data analytics, and workflow automation
Preferred Qualifications
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Bachelor’s degree in business, healthcare management, or related field
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Certifications in Customer Experience Management, Six Sigma, or process improvement
Key Competencies
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Customer Focus: Build and maintain strong, customer-centric relationships
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Situational Adaptability: Adjust approach to meet the needs of varying situations
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Collaboration: Work effectively across teams to achieve shared goals
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Resourcefulness: Use available resources efficiently to drive results
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Accountability: Take ownership of actions and deliver on commitments
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Communication: Convey information clearly across multiple channels
Empower Pharmacy Core Values
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People: Prioritize the needs and well-being of employees, clients, and communities
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Quality: Uphold excellence in every medication produced
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Service: Provide care and support in every interaction
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Innovation: Continuously embrace technology and new methodologies to improve outcomes
Employee Benefits
Empower Pharmacy offers comprehensive health and wellness benefits, including:
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Medical, dental, and vision coverage
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Paid time off and wellness perks
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401(k) matching
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Access to IV therapy and compounded medications
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Opportunities for professional growth and career development
Learn more: Empower Pharmacy Benefits