Assistant Manager Concierge

LM Wind Power / GE; Georgia; Hybrid; USD 50,000 - 56,000; Full time

Benefits offered by this job

Remote work option

401k with employer match

Employee Stock Purchase Plan (ESPP)

Generous PTO and holidays

Global EAP and growth opportunities

Job summary

First Advantage is hiring an Assistant Manager Concierge to lead a healthcare concierge team remotely in the United States. The role focuses on coaching, supervising daily operations, and coordinating drug and occupational health programs to deliver excellent client service.

You will monitor productivity and quality, onboard new staff, and maintain KPI-driven performance while collaborating with internal and external teams to ensure a seamless client experience.

Qualifications

• Associate degree or equivalent work experience; Bachelor’s Degree preferred
• Proven experience in supervising and motivating a team to achieve performance goals
• Familiarity with healthcare services and understanding of client needs
• Experience in customer service or call-center environments is a plus
• Comfortable with technology; proficient in Excel and software applications
• Strong customer-focused mentality with attention to detail to ensure accuracy and quality
• Proficient in reading, writing, and speaking English
• Ability to manage multiple priorities with strong organizational skills
• Collaborative team player with remote work experience
• Willingness to work overtime to meet team and client needs

Responsibilities

• Oversee a team of healthcare concierge members and coach them to be experts in drug and healthcare services
• Monitor daily operations, productivity, and quality; address escalated concerns
• Coordinate drug and occupational health programs and support candidates
• Track KPI performance and ensure goals are met
• Onboard and integrate new team members and ensure understanding of processes
• Deliver exceptional customer service and maintain a positive team environment

Skills

Team supervision

Coaching

Productivity monitoring

Customer service

Excel

Office software

English proficiency

Remote collaboration

Time management

SOP adherence

Education

Associate degree or equivalent

Bachelor’s degree preferred

Tools

Excel

Internet research

Job description

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness. Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You’ll Do:

The Assistant Manager Concierge oversees a team of healthcare concierge members, guiding them to become experts in drug and healthcare services. This role involves managing daily operations, including coaching, monitoring productivity, and addressing escalated concerns. The team lead ensures exceptional service to clients by coordinating drug and occupational health programs, supporting candidates, and tracking key performance indicators related to productivity, quality, and team morale. Effective communication with internal and external teams is essential to maintaining a smooth client experience.

• Provide ongoing training and support to the Concierge Team on work processes and SOPs.
• Continuously monitor team productivity and quality to ensure client satisfaction.
• Address team inquiries and offer guidance, coaching, and feedback as needed.
• Escalate issues or concerns to the Concierge Operations Manager for resolution.
• Regularly update and refine procedures and protocols to improve efficiency.
• Onboard and integrate new team members, ensuring they understand team processes and expectations.
• Deliver exceptional customer service, ensuring a seamless experience for clients.
• Foster a positive team environment by leading with integrity and setting a strong example.
• Track and manage team performance, ensuring goals and KPIs are consistently met.

What You May Need to be Successful:

• Associate Degree or equivalent work experience; Bachelor’s Degree preferred
• Proven experience in supervising and motivating a team to achieve performance goals.
• Familiarity with healthcare services and understanding of client needs.
• Experience in customer service or call-center environments is a plus.
• Comfortable with technology; proficient in navigating operating systems, internet, Excel, and software applications.
• Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality.
• Proficient in Microsoft Office Suite, internet searches, and database lookups.
• Ability to manage multiple priorities effectively with strong organizational skills and attention to deadlines.
• Capable of following company and customer-specific directions while working autonomously.
• Energetic, self-motivated, and detail-oriented with a strong work ethic.
• Collaborative team player, comfortable working with diverse teams, both locally and remotely.
• Willingness to work overtime as needed to meet team and client needs.
• Experience providing exceptional client support and service.
• Proficient in reading, writing, and speaking English.
• Punctual and dependable, with a strong commitment to meeting job expectations.

Additional Benefits Offered to Our Eligible People Include:

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match
• Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!

Professional development opportunities, such as our award-winning SOAR program

• Generous Paid Time Off Program*
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities*
• Competitive benefits (medical, dental, etc.)*
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year

Work Location

Fully remote position (Work from Home), must be based and authorized to work in the United States.

Support Hours

Some time between 10:30am - 8:00pm ET

Salary

The salary range for this position is approximately $50-56K annually.

Values

More About Our Values Code Honor Honesty, Consistency, and Responsibility: Do the right thing Cultivate an environment of dignity: Show respect for the individual Take an Outside-In approach: Put the client first Think out-of-the-box: Innovate and create Stay Team-Oriented: Collaborate and appreciate each other

Company Overview

First Advantage is a leading provider of global software and data in the HR technology industry. Enabled by its proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, digital identity solutions, and verification services. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to hire smarter and onboard faster. Headquartered in Atlanta, Georgia, First Advantage serves customers in over 200 countries and territories, modernizing hiring and onboarding on a global scale. For more information, please visit our website at https://fadv.com/.

Equal Employment Opportunities

First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.

Ready to Join

Ready to make an impact and shape the future of trust in the workplace? Explore opportunities and join our team. As an award-winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle. Join us and help shape the future of trust, guided by our values: Authenticity Curiosity Integrity Teamwork Customer-inspired Be a part of the growth, innovation, and impact we’re building at First Advantage! Professional development opportunities, such as our award-winning SOAR program Generous Paid Time Off Program* Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities* Competitive benefits (medical, dental, etc.)* Global Employee Assistance Program (EAP) available to all team members Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year *Must meet hourly work requirement to be eligible.