AMVETS Jobs

Job ID Number

R5151

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

Do you have a passion for developing, coaching, and motivating a team? We are looking for a Customer Service Team Lead with strong leadership, communication, and resourcefulness skills to lead a neurodivergent team of Customer Service Representatives.

Job Description

We are looking for a Customer Service Team Lead to develop and manage a team of neurodivergent Customer Service Associates. The Team Lead will provide training, guidance, mentoring, support, and supervision while working closely with the Client's Team Leaders. This position will be full-time and remote.

Due to our end client, candidates must be able to work on CAI's W2 without a need for sponsorship now or in the future.

Due to our end client and project work, all candidates must be United States citizens.

What You’ll Do

• Manage a team of Associate Customer Service Associates by supporting, training and coaching employees in communicating job expectations and apprising of their performance

• Attend meetings with associates and client leaders to review provide call feedback and metrics

• Provides technical guidance to the department’s employees regarding all aspects of the customer service processes

• Responsible for supporting the unit with technical mentoring, remedial training, handling more complex questions, aging inquiries and issues involving the correction of a more complex nature

• Assists in monitoring and managing workload and supports resolution of basic system/desktop problems

• Responds to members, provider and group contacts in an accurate and timely manner, ensuring acceptable service levels and/or performance guarantees are achieved

• Work closely with other team members to be able to assist team members.

• Provide technical support to teams as you are able

• Create process documentation as necessary in support of your team.

• Intermediary when resources need clarification on assigned tasks

• Effectively communicates with team members, customers, and management

• Meet frequently with team member to discuss projects and possible concerns

• Meet with Managers and Leads to discuss team member's progress

What You'll Need

Required:

• Bachelor’s degree or higher in healthcare administration or a related field

• 3 years of professional experience managing and supporting teams in a remote setting

• Excellent technical knowledge, including proficiency with working correspondence inquiries

• Outstanding interpersonal and coaching skills

• Ability to quickly identify and provide recommendations on issues impacting customer service operations

• Ability to understand the inquiry flow process, recognize barriers to that process and recommend improvements

• Ability to manage multiple tasks and priorities with frequent interruptions, strong organizational and time management skills

• Self-motivated and directed with the ability to think independently and make decisions, demonstrate strong leadership at all times

• Excellent verbal and written communication skills

• Ability to work in a team-oriented, collaborative environment

• Flexibility with shift schedule including availability to work 8:00AM – 8:00PM EST; occasionally working a split shift as needed

Preferred:

• Experience interviewing candidates and providing feedback to hiring managers

• Experience leading the training, guidance, and performance management of new team members

• Experience organizing, and executing training and development plans, and communicating progress and managing expectations across all levels of leadership

• Experience working with the Neurodivergent community or relevant education

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

• Must be able to communicate with customers/team members over the phone and in person

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc

#LI-AS1

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.