Remote Client Services Supervisor

Summary

Custom Health is seeking a Client Services Team Lead to manage the client services team, handle shift scheduling, conduct meetings, and provide support to the team. The role requires 5+ years of relevant customer support or leadership experience and proficiency in using Microsoft Excel, Word, Outlook, and Salesforce.

Requirements

• Minimum 5+ years of relevant customer support or leadership experience
• Experienced in the use of Microsoft Excel, Word, Outlook, and Salesforce

Responsibilities

• Drives and coordinates the training and onboarding of new team members
• Handles shift scheduling of team members, ensuring adequate phone and email coverage during business/weekend/after-hours, being mindful of Service Level Agreement (SLA) requirements
• Reviews any shift schedule changes with management
• Runs once daily stand-up meetings with the team
• Actively help to identify and develop initiatives to improve overall operating procedures and outcomes for the department
• Be knowledgeable/an expert on our departmental SLA’s, escalation, and service processes
• Oversees and manages the daily workflow and workload among the team
• Conducts one on one biweekly meetings with team members as a mentor to check in on any concerns the Client Services Analyst (CSA) may have, and provide coaching on professional development
• Collects Key Performance Indicator (KPI) and Quality Assurance Review call and case data for team members once monthly and reviews with individuals and management
• Escalates SLA concerns, product escalations, customer complaints, and team member concerns to management as needed
• Maintains and supports the escalation process between all CSA tiers
• Maintains excellent product knowledge and functions as a subject matter expert and resource for the team
• Provides overflow support for all products
• Participates in internal and customer meetings as needed
• Acts as the primary escalation point for any unresolvable high-severity client issues or sick call-outs for the team during and outside of Monday-Friday business hours
• Ad hoc departmental reporting and performing other duties as assigned