Concierge Team Lead
About The Position
At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands. What You'll Do: The Concierge Team Lead oversees a team of healthcare concierge members, guiding them to become experts in drug and healthcare services. This role involves managing daily operations, including coaching, monitoring productivity, and addressing escalated concerns. The team lead ensures exceptional service to clients by coordinating drug and occupational health programs, supporting candidates, and tracking key performance indicators related to productivity, quality, and team morale. Effective communication with internal and external teams is essential to maintaining a smooth client experience This is a fully remote position (Work from Home) based in the United States.
Requirements
- Associate Degree required; Bachelor's Degree preferred (or equivalent experience).
- Proven experience in supervising and motivating a team to achieve performance goals.
- Familiarity with healthcare services and understanding of client needs.
- Comfortable with technology; proficient in navigating operating systems, internet, Excel, and software applications.
- Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality.
- Proficient in Microsoft Office Suite, internet searches, and database lookups.
- Ability to manage multiple priorities effectively with strong organizational skills and attention to deadlines.
- Capable of following company and customer-specific directions while working autonomously.
- Energetic, self-motivated, and detail-oriented with a strong work ethic.
- Collaborative team player, comfortable working with diverse teams, both locally and remotely.
- Willingness to work overtime as needed to meet team and client needs.
- Experience providing exceptional client support and service.
- Proficient in reading, writing, and speaking English.
- Punctual and dependable, with a strong commitment to meeting job expectations.
Nice To Haves
- Experience in customer service or call-center environments is a plus.
Responsibilities
- Provide ongoing training and support to the Concierge Team on work processes and SOPs.
- Continuously monitor team productivity and quality to ensure client satisfaction.
- Address team inquiries and offer guidance, coaching, and feedback as needed.
- Escalate issues or concerns to the Concierge Operations Manager for resolution.
- Regularly update and refine procedures and protocols to improve efficiency.
- Onboard and integrate new team members, ensuring they understand team processes and expectations.
- Deliver exceptional customer service, ensuring a seamless experience for clients.
- Foster a positive team environment by leading with integrity and setting a strong example.
- Track and manage team performance, ensuring goals and KPIs are consistently met.
Benefits
- Ability to work remotely with occasional business travel.
- Medical, Vision, Dental, and supplementary benefit plans
- 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
- Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
- Access to tech and growth opportunities, and leaders who want you to succeed!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
Number of Employees
1,001-5,000 employees
