Customer Service Team Lead, Neurodiverse Solutions

Customer Service Team Lead, Neurodiverse Solutions

Req number:

R2063

Employment type:

Full time

Worksite flexibility:

Remote

Job Summary

As the Customer Service Team Lead, you will develop and manage a team of neurodivergent Customer Service Associates. The Team Lead will provide training, guidance, mentoring, support and supervision while working closely with the Client's Team Leaders.

Job Description

We are looking for a Customer Service Team Lead to develop and manage a team of neurodivergent Customer Service Associates. The Team Lead will provide training, guidance, mentoring, support and supervision while working closely with the Client's Team Leaders. This position will be full-time and remote.

What You'll Do:

• Manage a team of 6 Associate Customer Service Associates by supporting, training and coaching employees in communicating job expectations and apprising of their performance

• Attend meetings with associates and client leaders to review provide call feedback and metrics

• Provides technical guidance to the department’s employees regarding all aspects of the customer service processes

• Responsible for supporting the unit with technical mentoring, remedial training, handling more complex questions, aging inquiries and issues involving the correction of a more complex nature

• Assists in monitoring and managing workload and supports resolution of basic system/desktop problems

• Responds to members, provider and group contacts in an accurate and timely manner, ensuring acceptable service levels and/or performance guarantees are achieved.

• Work closely with other team members to be able to assist team members.

• Provide technical support to teams as you are able

• Create process documentation as necessary in support of your team.

• Intermediary when resources need clarification on assigned tasks

• Effectively communicates with team members, customers, and management

• Meet frequently with team member to discuss projects and possible concerns

• Meet with Managers and Leads to discuss team member's progress

What You'll Need:

Required:

• 3 years of professional experience managing and supporting teams in a remote setting

• Excellent technical knowledge, including proficiency with working correspondence inquiries

• Outstanding interpersonal and coaching skills

• Ability to quickly identify and provide recommendations on issues impacting customer service operations

• Ability to understand the inquiry flow process, recognize barriers to that process and recommend improvements

• Ability to manage multiple tasks and priorities with frequent interruptions, strong organizational and time management skills

• Self-motivated and directed with the ability to think independently and make decisions, demonstrate strong leadership at all times

• Excellent verbal and written communication skills

• Ability to work in a team-oriented, collaborative environment

• Flexibility with shift schedule including availability to work 11:30AM – 8:00PM EST, two days a week and to fill in for other days as needed

Preferred:

• Experience interviewing candidates and providing feedback to hiring managers

• Experience leading the training, guidance, and performance management of new team members

• Experience organizing, and executing training and development plans, and communicating progress and managing expectations across all levels of leadership

• Experience working with the Neurodiverse community or relevant education

Physical Demands

• Ability to perform the essential job functions consistent safely and successfully with the ADA and other federal, state, and local standards.

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor.

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.