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Citizen Advocates, Inc.
Citizen Advocates, Inc.·last month

Customer support team lead

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Location

onsite, Watertown, NY, United States

Salary

$38k – $46k/yr

Commitment

Full Time

Level

Lead / Manager

Required skills

CommunicationOrganizationCustomer serviceProblem solvingCrisis managementTime managementTeam leadershipStaff schedulingData entryTrainingAuditingConfidentialityEthical conductTeamwork

Job Description

Job Details:

Job Location: 650 State Watertown - Watertown, NY

Position Type: Full Time

Salary Range: $19.00 - $23.00 Hourly

SUMMARY/OBJECTIVE:

The CSR Lead is a multi-functional position. The CSR Lead will be the subject-matter experts to the customer support representatives. The CSR Lead will adhere to the same job description as the customer support representatives, with the addition of the following;

Essential Functions (Job Duties)

  • Maintain staff work schedules based on business needs. Provide weekly schedules at least 2 weeks ahead of time.
  • Be the point of contact for staff time off requests, unexpected time off and cover when necessary.
  • Point of contact for the team and the line of communication between the CS Manager and Practice Manager.
  • Direct contact for clinicians/prescribers.
  • Train new customer support staff.
  • Audit provider schedules.
  • Work order tracking, ensure proper data entry, alerts and follow through weekly.
  • Coordination of purchasing, bi-weekly.
  • Group creation and enrollment tracking.
  • Attend meetings as needed.

Competencies

  • Communication Proficiency
  • Organization
  • Customer/Client Focus
  • Problem Solving/Analysis
  • Crisis Management/Composure
  • Time Management
  • Confidentiality
  • Ethical Conduct
  • Teamwork Orientation

Qualifications:

Position Type/Expected Hours of Work

This is a full-time position. 40 hours per week. Workweek schedule: Dependent on clinic hours. Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.

Travel

Minimal Required

Education and Experience

  • High school diploma or equivalent
  • Work with mental health or substance use populations is preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Ready to join the team?

Apply now