As part of our market team, the Shift Lead is responsible for ensuring a seamless Client and Care Pro experience by supporting the Regional Associate team in staffing efforts, stabilizing escalations and supporting investigations, as well as other work to support the overall goals of the region during the assigned shift. This position receives direction on work and priorities from the Market Manager or Weekend Lead and provides support to the Regional Associates during the assigned shift.
Provide exceptional service to clients and Care Pros through Regional Associate support
- Prioritize work within the market team to meet the dynamically changing needs of partners, clients and Care Pros, including triaging tickets and delegating work
- Support Regional Associates who are responding to inquiries and issues in a timely manner
- Provide feedback and coaching on workflows and execution of tasks to Regional Associates to enable their success
- QA success metrics like call answer rates, voicemail resolution and text response rates in live time and reprioritize team assignments as needed.
- Effectively stabilize issues and service complications that require escalation and support the market team to provide a timely and thorough resolution
Coordinate with market team members to deliver a seamless client and Care Pro experience
- Manage updates to client accounts and care plans to ensure that the market team has updated information to address clients’ needs in urgent situations
- Clearly and consistently document client and Care Pro tickets in Admin as needed
- Provide critical updates to partners and respond to their time-sensitive requests
- Work cross-functionally to provide feedback and support to other internal efforts such as Care Pro recruiting, CPHR, and billing
Qualifications
- 3+ years of experience working in a customer service role
- 6+ months of experience working in a complex client or patient management position or demanding customer service role
- 1+ years in a lead role
- Strong commitment to providing the highest quality of care and sensitivity to client needs along with exceptional customer service and client orientation
- Flexibility to work on at least one weekend day
