CSR Team Lead - Remote

Job Details

Description

StateServ provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states. **

Essential Functions**

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

• Receives and responds to inbound calls from clients for order and delivery of equipment, pick-up, maintenance or trouble shooting changes in service. Following standard operating procedures creates patient records and captures complete information in the company system.
• Monitors call volume to ensure timely responses to all calls and seeks additional resources as necessary to maintain low hold times though communication with other leads or the manager.
• Handles escalated issues and determines the most effective way to address based on an in-depth knowledge of department policies and processes as well as past experience. Implements problem resolution measures to address the issue to completion. Escalates highly complex or sensitive issues to facilitate resolution when appropriate.
• Reviews the system for open and pending orders and prioritizes requests for service based on Company service expectations and standards. Ensures employees adhere to guidelines under their direction. Makes outbound calls to the patients (e.g., residence, adult care home, assisted living, long term care facility, etc.) to verify order and delivery information. Establishes any delivery time constraints and schedules delivery or pick up accordingly.
• Reviews daily orders, assesses driver ability and availability of stock to deliver within established timeframes and assigns orders to driver schedules. Provides complete information to drivers (e.g., place, time and equipment ordered) to facilitate a smooth a timely delivery and set up.
• On a continuous basis, reviews and monitors the system schedule to track potential time constraints and requests for estimated times of delivery. Reroutes drivers where feasible to fulfill service expectations and time commitments while keeping lines of communication open with all stakeholders. Ensures that the time constraints are being adequately addressed by the team and directs the workflow when necessary.
• On a continual basis, monitors and/or assigns others to monitor email and/or other systems for order-generated client notes. Oversees the determination of necessary internal actions or communications required to fulfill company obligations. Redirects others when necessary if requests are not being addressed in a timely manner.
• Acts as a resource for others to ensure questions or issues are addressed. This includes but is not limited to conducting training or coaching others for optimal performance.

Marginal Or Additional Functions

• Participates in department on-call rotations in a lead capacity that may entail over-night periods of time.
• Conducts verbal coaching and counseling and documents instances. Communicates and escalates employee concerns in a timely manner.
• Acts as a champion and leads with a positive attitude to foster a constructive and productive work atmosphere. Puts an emphasis on a need for a “team” mindset demonstrated through action.
• Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervisory/managerial responsibility is not applicable. This role leads others as described, provides guidance and coordinates and delegates workflow to the team.

Knowledge, Skills & Abilities

Education, Licensure or Certification:

• A high school diploma or equivalent is required
• Some college is preferred

Work Experience Or Related Experience

• One to two years direct customer service experience in which incumbents have business-to-business and business-to-customer experience as well as inbound and outbound experience
• Experience in which the incumbent acted as a resource, led or supervised others is preferred
• Dispatch experience or experience working in a medical environment is preferred

Specialized Knowledge, Skills & Abilities

• Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated
• The ability to speak and write in a professional manner is required to communicate with patients, clients, drivers, and operations as described
• Proficient and accurate typing/data-entry skills are required to record system information as described
• Good organization and prioritization skills are required to schedule and dispatch equipment deliveries within established timeframes and service standards
• Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
• Spanish speaking skills are desirable but not required
• The ability to oversee and delegate to others is required
• The ability to constructively and respectfully address team member challenges in a manner that builds credibility as a leader and effects positive change
• The ability to foster a positive team environment by leading through example and treating others fairly and respectfully
• Good judgment and discretion skills are required to understand when to appropriately escalate issues for resolution

Equipment

• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
• Familiarity with contact management software is preferred

Travel Requirements And Conditions

• No travel is required

Work Environment, Conditions and Demands

• Work is generally preformed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required
• Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined

Physical Requirements And Demands

• This position entails a high level of work performed at a computer terminal throughout the day as well as heavy use of a telephone or headset equipment
• On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
• Regular eye-hand coordination and manual dexterity is required to operate office equipment

Additional Position Information

• No additional information is applicable

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

StateServ offers a rewarding, casual, fun work environment to include competitive benefits and compensation. We welcome new ideas and innovative thinkers. If you want to do meaningful work that is truly helping people, come join our growing team and make a difference!