Assistant Manager Concierge

First Advantage; United States; Remote; USD 50,000 - 56,000; Full time

Benefits offered by this job

Remote work

Medical, Vision, Dental, and parental/

Job summary

First Advantage is seeking a proactive Assistant Manager Concierge to oversee a healthcare concierge team, guiding them to deliver exceptional drug and health services. You will coach, monitor productivity, handle escalations, and ensure a smooth client experience across programs.

This fully remote role requires US work authorization and strong communication, with the ability to manage KPIs, train new teammates, and collaborate with internal and external partners to uphold service quality.

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 navigating operating systems, internet, Excel, and software applications.
• Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality.
• Proficient in reading, writing, and speaking English.
• Ability to manage multiple priorities effectively with strong organizational skills and deadlines.

Responsibilities

• 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.

Skills

Supervising a team

Customer service

Microsoft Office Suite

Excel

Multitasking

Attention to detail

Effective communication

Education

Associate Degree or equivalent work experience; Bachelor’s Degree preferred

Tools

Microsoft Office Suite

Excel

Job description

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. 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.

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.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

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.

This is a 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

Responsibilities

• 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 Will 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.

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values - Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired - empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

First Advantage Benefits

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

Additional Benefits Offered Include

• Ability to work remotely
• Medical, Vision, Dental, and supplementary benefit plans, including paid Parental Leave and Bereavement.
• 401k with an employer match and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Volunteer Time Off Policy (VTOP) up to 8 hours a year.

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Equal Employment Opportunities at First Advantage

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.

The salary range for this position is approximately $50-56K annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.