CSR Team Lead

Company: StateServ
Location: Mesa
Posted on: March 16, 2023

Job Description:

StateServ-HospiceLink 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.Responsibilities: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 FunctionsParticipates 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.Knowledge Skills andAbilities:Education, Licensure or Certification:A high school diploma or equivalent is requiredSome college is preferredWork 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 experienceExperience in which the incumbent acted as a resource, led or supervised others is preferredDispatch experience or experience working in a medical environment is preferredSpecialized 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 frustratedThe ability to speak and write in a professional manner is required to communicate with patients, clients, drivers, and operations as describedProficient and accurate typing/data-entry skills are required to record system information as describedGood organization and prioritization skills are required to schedule and dispatch equipment deliveries within established timeframes and service standardsFamiliarity with Microsoft Office and a web browser is required to access, capture and communicate information as describedSpanish speaking skills are desirable but not requiredThe ability to oversee and delegate to others is requiredThe ability to constructively and respectfully address team member challenges in a manner that builds credibility as a leader and effects positive changeThe ability to foster a positive team environment by leading through example and treating others fairly and respectfullyGood judgment and discretion skills are required to understand when to appropriately escalate issues for resolutionEquipment:Working knowledge of a PC, business and communications software (MS Office) and web-based tools are requiredStateServ-HospiceLink 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!

Keywords: StateServ, Mesa , CSR Team Lead, Other , Mesa, Arizona