Customer Service Coordinator, PCO

Dragonfly Health

Customer Service Coordinator resolving client cases for Enclara Pharmacia’s patient care operations. Monitoring Salesforce queues, researching quality issues, and communicating timely resolutions.

Posted 8/12/2026full-timeWexford • Arizona, New Jersey, New York, Pennsylvania, Tennessee • 🇺🇸 United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills and the ability to effectively communicate with clients and stakeholders. Proficient in Salesforce and various internal systems, with a focus on problem-solving and attention to detail.

Highest-signal resume keywords

Salesforce ExperienceCustomer Service SkillsAttention to DetailProblem-Solving AbilityCPhT Certification

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer ServiceSalesforceMicrosoft ExcelMicrosoft OutlookMicrosoft WordEnclara Pharmacia SystemsCase ManagementDocumentation AccuracyIssue ResolutionData Reporting

Soft Skills

Interpersonal SkillsVerbal CommunicationWritten CommunicationTime ManagementTeam Collaboration

Tools & Technologies

InfinityE3 MobileE3 ConnectVerintDocuWare

Certifications & Qualifications

CPhT

Industry Keywords

Patient Care OperationsQuality IssuesRoot Cause AnalysisCorrective ActionsPrivacy Compliance

About the role

Key responsibilities & impact

Collaborate with Account Management and organizational leaders to support client issue resolution
Monitor assigned case queues and ensure cases are addressed or routed for timely follow-up
Review and update open Salesforce cases and communicate resolutions
Research quality issues, identify root causes, and determine corrective or preventive actions
Use PCO workflows and internal systems including Infinity, E3 Mobile, E3 Connect, Verint, and DocuWare
Ensure accuracy of documentation and reports submitted to customers and leadership
Communicate status updates on overdue issues and escalate them as needed
Escalate issues that may impact customer relationships to Patient Care Operations leadership
Monitor client requests received by email or telephone and provide appropriate resolutions
Perform other duties as assigned

Requirements

What you’ll need

High School Diploma or equivalent required
CPhT preferred
1+ years’ customer service experience preferred
Salesforce experience preferred
Working knowledge of Enclara Pharmacia systems preferred
Exceptional attention to detail and accuracy
Ability to prioritize and manage multiple tasks in a fast-paced team environment
Strong interpersonal, verbal, and written communication skills
Ability to problem-solve, escalate when necessary, and meet deadlines
Ability to identify issues, drive resolution, and take ownership of results
Ability to engage stakeholders and achieve performance results
Ability to work independently with minimal guidance
Strong customer service skills and professional demeanor
Intermediate proficiency in Microsoft Excel, Outlook, and Word
Ability to comply with applicable privacy, security, and safety policies
Ability to sit or stand for 7–10 hours per day; occasional lifting up to 25 pounds
Adequate vision and hearing to perform job duties

Benefits

Comp & perks

Full-time employment
Remote work options
Very limited local travel may be entailed to attend training or conferences
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions