CUSTOMER SUPPORT TEAM LEAD
About The Position
The CSR Lead is a multi-functional position. The CSR Lead will be the subject-matter experts to the customer support representatives. The CSR Lead will adhere to the same job description as the customer support representatives, with the addition of the following; Essential Functions (Job Duties) • Maintain staff work schedules based on business needs. Provide weekly schedules at least 2 weeks ahead of time. Be the point of contact for staff time off requests, unexpected time off and cover when necessary. • Point of contact for the team and the line of communication between the CS Manager and Practice Man ager • Direct contact for clinicians/prescribers • Train new customer support staff • Audit provider schedules • Work order tracking, ensure proper data entry, alerts and follow through weekly • Coordination of purchasing, bi-weekly • Group creation and enrollment tracking • Attend meetings as needed
Requirements
- High school diploma or equivalent
- Communication Proficiency
- Organization
- Customer/Client Focus
- Problem Solving/Analysis
- Crisis Management/Composure
- Time Management
- Confidentiality
- Ethical Conduct
- Teamwork Orientation
- Full-time position. 40 hours per week.
- Workweek schedule: Dependent on clinic hours
- Hours and schedules may vary depending on Company need and workload.
- Employees will be given as much advance notice as possible when such changes occur.
- Minimal Travel
Nice To Haves
- Work with mental health or substance use populations is preferred
Responsibilities
- Maintain staff work schedules based on business needs.
- Provide weekly schedules at least 2 weeks ahead of time.
- Be the point of contact for staff time off requests, unexpected time off and cover when necessary.
- Point of contact for the team and the line of communication between the CS Manager and Practice Manager
- Direct contact for clinicians/prescribers
- Train new customer support staff
- Audit provider schedules
- Work order tracking, ensure proper data entry, alerts and follow through weekly
- Coordination of purchasing, bi-weekly
- Group creation and enrollment tracking
- Attend meetings as needed
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
