Senior, TM Support
About The Position
This role is for a Senior TM Support position. The primary responsibilities include providing advanced technical support and escalation for TMSC, acting as an informal leader and point of escalation in the absence of a Manager. The role also involves partnering with corporate People Services functions as an internal consultant, coaching and mentoring new hires and existing teammates, identifying and implementing process improvements, monitoring operational metrics, ensuring compliance with policies, and maintaining DaVita's culture. The position requires strong communication skills to represent the team in critical calls and act as a point person for high-priority issues.
Requirements
- High School Diploma or Equivalent
- 2+ years of experience in a customer service or support environment, preferably with a background in business office or Human Resources support.
- Demonstrated mastery of Teammate Support Center performance metrics and training requirements.
- Strong ability to build strategic work relationships and work with outside groups to resolve complex problems.
- Advanced interpersonal, oral, and written communication skills; ability to communicate technical information to non-technical personnel.
- Proficient with MS Office applications and working knowledge of Teammate Support Center escalation procedures.
- Ability to work evening, weekend, and holiday/on-call coverage as needed.
- Demonstrated commitment to DaVita Core Values.
- Ability to deal with confidential information using high levels of discretion and judgment.
- Ability to travel up to 5%.
Responsibilities
- Use advanced knowledge and problem-solving skills to determine, diagnose, and solve complex support issues for TMSC.
- Act as a point of informal leadership and issue escalation in the absence of a Manager.
- Partner with corporate People Services functions (Teammate Relations, Compensation, Benefits, Recruiting, and others) to act as an internal consultant and strategist for the Brentwood Business Office.
- Assist in training new hires and provide one-on-one coaching to TMSC professional teammates on performance and technical standards.
- Identify, document, and adjust process flows to improve customer service.
- Work with Process Management to review and edit Knowledge Base articles to minimize downtime for DaVita teammates.
- Monitor team group chat spaces, email, and CXOne software (Dashboard) to assess volume and take proactive action to decrease handle time.
- Ensure adherence to People Services policies and compliance with Teammate Relations findings.
- Execute on strategies that support DaVita's "community first, company second" culture.
- Act as a point person for incoming issues from high-priority sources and represent the team on Change Management or Major Incident calls.
Benefits
- Medical
- dental
- vision
- 401(k) match
- paid time off
- PTO cash out
- Family resources
- EAP counseling sessions
- Headspace®
- backup child and elder care
- maternity/paternity leave
- Professional development programs
- on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
