Tier 1 Customer Support Lead

DrFirst Inc.•,

1d•$50,000 - $60,000•Remote

About The Position

The DrFirst Tier 1 Support Lead is a steppingstone into people leadership where you can sharpen your desire to inspire a team and is perfect for someone ready to embrace agility and drive business change. As a Tier 1 Customer Support Lead, you will manage a team of Tier 1 Support representatives who spend much of their day interacting with our customers through various channels such as phone, chat, and webform. Your goal is to guide the team to deliver exceptional customer service while striving to provide first contact resolution (FCR) and achieve both team and individual goals set forth by the Support Organization. You can effectively support all products in the DrFirst solution suite, and you have a strong understanding of support policies and procedures. You will help manage omni-channel queues real time and will be able to interpret and make smart decisions based on the analytics provided. You will play a critical role in questioning current efficiencies, challenging the status quo, and leveraging metrics to redefine excellence. Your leadership will not only enhance the team’s performance but also empower them to engage in business change and development.

Requirements

Proven customer service and client relations skills, preferably in the healthcare industry.
Effective verbal and written communication skills.
Strong PC and internet technology experience.
Ability to work independently and as part of a team.
Demonstrated people leadership abilities.
Demonstrated projects or initiative leadership abilities.
Ideal candidate will have experience participating in business base presentations or issue presentations, translating these into strategic initiatives for application.
Schedule flexibility as needed.

Responsibilities

Being available to your team by answering questions and managing real-time situations to achieve set goals and deliver exceptional customer experiences.
Analyzing real-time, daily, and long-term trends to provide insights that help the team meet their objectives.
Coaching and mentoring new and existing representatives to enhance their skills and performance.
Implementing and refining support processes and ensuring the customer facing teams are always up to date with new and existing procedures.
Maintain clear and consistent communication with customers, providing timely updates and resolutions.
Take initiative on potential problems and plan to address and monitor for success/improvement.
Escalating unresolved customer issues to the appropriate business units and ensuring the team understands escalation procedures.
Conduct quality assurance assessments for representatives and lead one-on-one coaching sessions to foster continuous growth and development.
Perform regular performance reviews and goal check-in meetings.
Creating and updating Standard Operating Procedures (SOPs) to enhance team knowledge.
Collaborating with the Support leadership team to drive change and adopt a strategic mindset, focusing on continuous process evaluation and enhancement.

Benefits

Competitive compensation, with a base salary of $50,000 - $60,000 (Exact compensation may vary based on skills and experience)
Eligible for a Discretionary Performance-based bonus
Medical, dental, and vision insurance
401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
100% company paid short and long-term disability, AD&D, and group life insurance
Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
Employee Assistance Program
Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances