Customer Service Representative - Team Lead

The Customer Service Manager oversees and supervises the customer service team and plays a pivotal role in enhancing customer service operations. They serve as the expert in frontline support for our customers (internal, external, and potential) 7 days a week, 24 hours a day. This role involves efficiently managing high inbound call volume, ensuring effective use of software applications, collaborating closely with operations to ensure day-to-day needs and organizational objectives are met, supporting and handling scheduling needs, excellent documentation, and task management. This role is integral to our commitment to delivering superior customer service and achieving operational excellence. It requires a highly organized, detail-oriented, and adaptable
professional who can drive efficiency and customer satisfaction in a dynamic environment.

Duties and Responsibilities

• Lead Customer Support Team: Support and lead a team of Customer Service Representatives (CSRs) to handle high inbound call volume professionally and efficiently, ensure exceptional customer service delivery, and achieve company goals and objectives. This includes providing training, feedback, and coaching to CSRs for daily tasks and deliverables.
• Software Proficiency: Demonstrate expertise in using software applications to address customer requests, including schedule adjustments, general inquiries, directions, and providing essential company information to both clients and caregivers.
• Schedule Management: Maintain the CSR Team calendar and schedule by consistently updating the system and documenting all interactions
• meticulously. Communicating all changes made to the Customer Service Manager and to the CSR team.
• Staffing Support: Collaborate closely with operations to facilitate staffing efforts, ensuring adequate coverage for client needs.
• Client Care Inquiries: Evaluate and direct inbound client care inquiries for swift resolution, maintaining the highest standards of professionalism.
• Schedule Updates: Communicate changes or exceptions in schedules to both clients and caregivers in a timely manner, including updates, cancellations, and shift acceptances.
• Caregiver Coaching: Provide guidance and coaching to caregivers on Point-of-Care usage, emphasizing timecard accuracy, task completion, and shift
  documentation.
• Internal Support: Offer internal support for shift verification, audits, and other relevant requests.
• On-Call Rotation: Ensure adequate coverage of after-hours (on-call) needs through a well-organized team rotation.
• Company Engagement: Actively participate in company meetings and training sessions as required to stay updated on industry standards and encourage CSR team participation.
• Clerical Duties: May assist with related clerical duties such as photocopying, scanning, filing, and collating.
• Compliance: Strictly adhere to all Family Resource policies, procedures, and state and federal regulations.
• Adaptability: Be prepared to take on other duties, including after-hours on-call responsibilities, as assigned. The position may also be adapted to meet specific business needs.

Qualifications

Minimum Qualifications

• High School Diploma
• 3 years of experience in a customer service role
• Demonstrated customer service and communication skills
• Effective problem-solving abilities, keen attention to detail, and strong organizational skills
• Technical proficiency in utilizing computers
• Proficiency in spoken and written English
• Ability to pass a criminal background check per agency policy

Preferred Qualifications

• Associate degree
• Experience in a call center environment
• 1-2 years of experience supervising others on a team
• Healthcare industry experience
  

Direct Reports

• This position is responsible for leading and supervising members of the Customer Service Team.

Benefits & Perks

• Medical, dental, vision and prescription insurance options
• 3 weeks of Paid Time Off
• 401k
• 10 Paid Holidays
• Health Savings Account
• Work computer and phone system
• Employee Assistance Program
• Leadership Development Program and career growth opportunities

FRHC is an equal opportunity employer.