Team Lead Customer Support, Rural Counties
About The Position
NorthKey Community Care is seeking a full-time Team Leader of Call Center Customer Support to oversee the daily operations of its customer support call center serving its multiple behavioral health outpatient offices in our rural counties in Northern Kentucky. Work Location: Rural Counties (Grant, Pendleton, Owenton, Gallatin, Carrollton). Since 1966, NorthKey Community Care (NorthKey) has provided effective and efficient mental health, substance use, and developmental disabilities services to the Northern Kentucky region with the commitment to providing the right service, at the right time, and in the right place. With multiple convenient locations throughout the Northern Kentucky region (Kenton, Boone, Campbell, Grant, Carroll, Gallatin, Pendleton, and Owen counties), NorthKey offers a wide array of mental health, substance use, and developmental disabilities services unparalleled in the region. Join the NorthKey team to help Transform Lives and Communities Through Excellence in Mental Health, Substance Use, and Developmental Disabilities services!
Requirements
- High School diploma or equivalent required.
- Minimum 2-year experience in a Customer Support position.
- Ability to multitask, prioritize, and manage time effectively.
- Strong people skills, including phone contact and active listening skills.
- Ability to adapt and respond to different types of individual needs.
- Demonstrated ability to assume responsibilities and work independently.
Nice To Haves
- Associate degree preferred.
- Supervisory experience preferred.
- Experience in a Customer Support position, preferably with NorthKey.
Responsibilities
- Training, coaching, and managing of Customer Support staff.
- Consult with on-site and off-site staff as needed to promote a healthy and productive work environment.
- Support staff and clients in a polite and courteous manner.
- Be an informational source as the situation arises to both staff and clients.
- Maintain regular communication with the manager regarding office activities and concerns.
- Maintain a patient and empathetic attitude.
- Identify the need to achieve staff and client satisfaction.
- Adhere responsibly to all NorthKey policies and procedures.
- Adhere to confidentiality in all matters pertaining to client information.
- Represent NorthKey in a professionally appropriate manner.
- Provide direct supervision of Customer Support staff at assigned location(s).
- Interview applicants and provide training and coaching to new and existing staff.
- Provide assistance with problem identification and resolution.
- Monitor workflows and coordinate staffing schedules to ensure adequate coverage.
- Monitor the performance of assigned staff, including yearly and as-needed evaluations.
- Provide Customer Support duties and backup coverage as needed.
- Other duties as assigned by the supervisor.
Benefits
- Family and team-oriented work environment
- Paid Time Off (PTO) accrued each year of employment (Two weeks in the first year)
- 9 Paid Holidays
- Individual and family health insurance
- Individual life insurance policy
- Other insurance plans offered
- HSA with Employer match up to $1000, depending on plan
- 401(k) with employer match
- Potential eligibility for Student Loan Forgiveness through the Public Service Loan Forgiveness Program
- Company paid license reimbursement
- In-service training
- Professional liability coverage for clinical staff
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
