Description
JOB SUMMARY (added March 2024)
As a team lead your focus will be customer service/follow up, queue management and associate technical guidance, helping to shape the success of the support team. You will direct the team to provide an effortless experience for our clients by coordinating escalations, hosting team meetings, maintaining team accountability and providing customer service & technical focused coaching on the company’s products. You are a great fit if you are a driven multitasker, detail-oriented, active listener, and enjoy team focused leadership.
Essential Duties & Responsibilities
- Provide performance management & career development support to Tier 1,2,3 meeting with them on a regular cadence
- Manage workforce queues including but not limited to case assignment, escalations and ticket follow up to closure.
- Follow up on customer satisfaction concerns; including agent and overall service experience, hold times, case follow up and time to resolve
- Tracking and coaching individuals on specified KPIs
- Provide technology guidance to Tier 1 support associates & review team member cases to ensure the quality of the documentation for internal and external resources
Qualifications
KNOWLEDGE & REQUIREMENTS
- 3+ years of Customer Service; call center experience preferred.
- 3+ years of Pharmacy OR Technical Troubleshooting
- 2+ years of Advanced Ticket Troubleshooting
Education & Experience Requirements
- Minimum years of work experience: 5 years
- Associates or equivalent work experience
- Office based in Orlando, FL
WORKING CONDITIONS
- Regular business hours, Monday – Friday. Occasional after hours, weekends or holidays may be required.
- Travel Requirements: Domestic and/or International, up to 10%
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to
Successfully Perform The Essential Functions Of This Job.
- Frequent sitting in stationary position at a desk
- Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
- Occasional twisting of body
- Occasional reaching by extending hands and arms in any direction
- Occasional lifting, pulling, or pushing
- List additional requirements here:
