CUSTOMER SUPPORT TEAM LEAD

Citizen Advocates, Inc.; City of Ogdensburg (NY); Sur place; USD 26 000 - 32 000; Plein temps

Résumé du poste

Citizen Advocates, Inc. is seeking a CSR Lead to manage multi-functional duties and act as the subject-matter expert for customer support representatives at our Ogdensburg site. The role mirrors the CSR job description with added leadership responsibilities.

The position is full-time (40 hours per week) with a focus on staff scheduling, clinician coordination, and timely communication between the CS Manager and Practice Manager.

Qualifications

• High school diploma or equivalent.
• Experience with mental health or substance use populations preferred.
• Willingness to work full-time and flexible hours.

Responsabilités

• Maintain staff schedules and provide weekly plans 2 weeks out.
• Serve as liaison between CS Manager and Practice Manager.
• Direct contact for clinicians/prescribers.
• Train new customer support staff.
• Audit provider schedules.
• Track work orders and ensure data entry and weekly follow-through.
• Coordinate purchasing and enrollment tracking.
• Attend meetings as needed.

Connaissances

Communication Proficiency

Organization

Customer/Client Focus

Problem Solving/Analysis

Crisis Management/Composure

Time Management

Confidentiality

Ethical Conduct

Teamwork Orientation

Formation

High school diploma or equivalent

Description du poste

Job Details: Job Location: 1003 Park Ogdensburg - Ogdensburg, NY 12953, Position Type: Full Time, Salary Range: $19.00 - $23.00 Hourly, SUMMARY/OBJECTIVE: The CSR Lead is a multi-functional position. The CSR Lead will be the subject-matter experts to the customer support representatives. The CSR Lead will adhere to the same job description as the customer support representatives, with the addition of the following;

Essential Functions (Job Duties)

• Maintain staff work schedules based on business needs. Provide weekly schedules at least 2 weeks ahead of time. Be the point of contact for staff time off requests, unexpected time off and cover when necessary.
• Point of contact for the team and the line of communication between the CS Manager and Practice Man ager
• Direct contact for clinicians/prescribers
• Train new customer support staff
• Audit provider schedules
• Work order tracking, ensure proper data entry, alerts and follow through weekly
• Coordination of purchasing, bi-weekly
• Group creation and enrollment tracking
• Attend meetings as needed

Competencies

1. Communication Proficiency
2. Organization
3. Customer/Client Focus
4. Problem Solving/Analysis
5. Crisis Management/Composure
6. Time Management
7. Confidentiality
8. Ethical Conduct
9. Teamwork Orientation

Qualifications: Position Type/Expected Hours of Work

This is a full-time position. 40 hours per week. Workweek schedule: Dependent on clinic hours Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.

Travel

Minimal

Required Education and Experience

1. High school diploma or equivalent
2. Work with mental health or substance use populations is preferred

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.