Regional Shift Lead

View full description

Requirements:

• 3+ years of experience working in a customer service role
• 6+ months of experience working in a complex client or patient management position or demanding customer service role
• 1+ years in a lead role
• Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
• Flexibility to work on at least one weekend dayEffectively stabilize issues and service complications that require escalation and support the market team to provide a timely and thorough resolution

Responsibilities:

• Provide exceptional service to clients and Care Pros through Regional Associate support
• Prioritize work within the market team to meet the dynamically changing needs of partners, clients and Care Pros, including triaging tickets and delegating work
• Support Regional Associates who are responding to inquiries and issues in a timely manner
• Provide feedback and coaching on workflows and execution of tasks to Regional Associates to enable their success
• QA success metrics like call answer rates, voicemail resolution and text response rates in live time and reprioritize team assignments as needed.
• Coordinate with market team members to deliver a seamless client and Care Pro experience
• Manage updates to client accounts and care plans to ensure that the market team has updated information to address clients’ needs in urgent situations
• Clearly and consistently document client and Care Pro tickets in Admin as needed
• Provide critical updates to partners and respond to their time-sensitive requests
• Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro recruiting, CPHR, and billing