Member Services Team Lead

Personify Health • Tempe, AZ

5d • Onsite

About The Position

The Member Services Team Lead is responsible for supporting and driving the team’s success in delivering attentive, high-quality customer service to Personify Health clients. This role handles incoming client calls across a range of inquiries and assists members with technical issues related to the website and products. This role is located in Tempe AZ- all candidates must be able to commute into this location weekly.

Requirements

• High school diploma or equivalent required
• Must have at least one year customer service experience in a call center environment
• Excellent written and verbal communication skills
• Strong personal computer usage and Internet proficiency skills
• Flexible with scheduling as business needs dictate
• Ability to listen attentively and to use information provided to assist members specific needs
• Ability to type 30 wpm minimum with accuracy
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
• Strong customer service, analytical and decision-making skills
• Must be able to learn quickly in a fast-paced environment
• Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Ability to learn and navigate new software quickly

Nice To Haves

• Some University or Post-secondary Education preferred
• Familiar with cloud-based contact center software desirable

Responsibilities

• Chat Triage - Rerouting incoming chats on Zendesk to the appropriate location queues (North, South, West)
• Assisting agents with their calls and inquiries, both remotely and onsite - Agent reaches out via Teams or in person for assistance with their inquiries. TLs will investigate the inquiry, and provide assistance and guidance to agents.
• Assisting with the Training process (North TLs were in charge of organizing and conducting the training process in 2024): TLs were tasked with creating a training schedule and modules for new hires. TLs held group training, presentations, and mock calls. They also assisted the agents on their first live calls.
• Assisting with IT issues (reporting and troubleshooting) - If an issue with the services is identified or reported, TLs will do the standard troubleshooting before reporting it to the IT department. TLs will gather the necessary information and report the ongoing issues.
• Closely collaborating with IT with onboarding procedures and tools set up - Assist with setting up the equipment for the New Hires, arranging seating, completing the onboarding procedure, and, introducing New Hires to the work environment and SOP's.
• Supervisor Callbacks (North TLs) - Once an agent submits a Supervisor callback through Zendesk, the TL is tasked with investigating the inquiry and completing the Supervisor callback.
• Agent Escalations - If an agent needs more information about claims, eligibility, or benefits, they escalate to their TL. Once escalated, the TL will investigate and, if necessary, reach out to the appropriate departments for additional information. Once obtained, the escalation will be returned to the agent with the updated information for them to resolve the inquiry.
• Assisting supervisors with the QA process - Once an agent receives an evaluation, before appealing the agent will reach out to the TL. The TL will investigate and report to the supervisor if further assistance is needed. If not, the TL will provide feedback and guidance to the agent about the evaluation.
• Providing supervisors with agent feedback - TLs will provide regular feedback about team members and other agents on their overall performance and communication.
• Outlining and documenting certain MS procedures - TLs will gather information, updates, and new SOP's, and update the documentation accordingly. Usually by investigating ongoing issues within the SOP's or receiving official communication from Supervisors.
• Adding organizations to ZD - When an organization is missing in Zendesk, the TL will create an organization within Zendesk using the Group No., Group name, and Group location.
• Merging users in ZD - When there are duplicate users in Zendesk, the TL will merge those users into one user in Zendesk using their First and Last name, and Member ID.
• Additional tasks, depending on the kind of project currently being worked on, as well as its workload.
• All other duties as assigned.

Benefits

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• Paid Time Off—rest and recharge time is non-negotiable
• Mental health support, retirement planning, and financial protection
• Professional development with clear career progression and learning budgets
• Mission-driven culture where diverse perspectives drive real impact on people's health
• Explore our complete benefits package, wellness programs, and other employee perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED