Team Leader - Not Sales

About the Company

Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations, and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. 

Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.

At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve.

Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.

Purpose:
This team lead position is remote.  The purpose of this position is to lead a team, manage processes, and collaborate with other departments to ensure a positive customer experience and achieve retention goals. This will be accomplished through monitoring day-to-day activities, supporting the team, keeping the team motivated, productive, and solving problems.   

The Team Lead is responsible for motivating and overseeing a group of employees.  Their duties include training, setting daily and weekly objectives and expectations.  They will monitor employee output, provide coaching when required, and provide support to their team(s).  Additional responsibilities include, but are not limited to:

• Lead, coach, and mentor team members, fostering a positive and high-performing work environment. 
• Communicate clear instructions and goals to the team.
• Communicate clearly when employees meet or exceed expectations.
• Coach employees who underperform. 
• Oversee and optimize retention processes, including engagement and support.
• Report to the management team progress, roadblocks, setbacks, areas for improvement, and how to accomplish these tasks.
• Assign tasks
• Ensuring the team is productive.
• Set the example and expectations for their team.
• Analyze customer data and identify trends to inform retention strategies and improve customer experience
• Monitor and track key performance indicators (KPIs) related to customer retention
• Continuously identify and implement process improvements to enhance customer retention and efficiency
• Taking escalated customer calls

The qualities of a great leader include:

• Solid time management skills
• Positive attitude
• Willing to learn.
• Personable nature
• Accepts and learns from constructive criticism.
• Ability to lead by setting the example, being positive, honest, open, and supportive to your team, colleagues, and managers.
• Ability to accept and adapt to change.
• Ability to praise employees who meet and exceed expectations, while coaching, giving constructive criticism, support, and guidance to those underperforming.
• Ability to set and be the example to follow.

Requirements, Knowledge, Skills, Abilities, Education, and Experience for the position:

• High School Diploma / GED
• Computer and Excel knowledge and experience
• Ability to analyze data and identify trends
• Experience with retaining customers
• Knowledge of CRM systems and other customer relationship tools
• Ability to learn how different departments operate.
• Experience in building and maintaining strong customer relationships.
• Ability to work independently and as part of a team.
• Solid time management skills
• Solid written and verbal communication skills

Connect America is a drug-free workplace and an Equal Opportunity Employer.  We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.