CUSTOMER SUPPORT TEAM LEAD

Citizen-Advocate; City of Watertown (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Citizen-Advocate is seeking a CSR Lead who will act as a subject-matter expert for customer support reps while guiding daily operations. The role includes scheduling, staff coverage, and serving as the link between the CS Manager and Practice Manager.

You will train new staff, audit clinician/provider schedules, manage work orders, and coordinate bi-weekly purchasing and enrollment tracking. This is a full-time, on-site position with variable clinic hours.

Qualifications

• Maintain staff work schedules and provide weekly schedules.
• Serve as main liaison between CS Manager and Practice Manager.
• Direct contact for clinicians/prescribers.
• Train new customer support staff.
• Audit provider schedules.
• Track work orders; ensure data entry, alerts and follow-through weekly.
• Coordinate purchasing, bi-weekly.
• Group creation and enrollment tracking.
• Attend meetings as needed.

Responsibilities

• Maintain staff work schedules and provide weekly schedules.
• Serve as main liaison between CS Manager and Practice Manager.
• Direct contact for clinicians/prescribers.
• Train new customer support staff.
• Audit provider schedules.
• Track work orders; ensure data entry, alerts and follow-through weekly.
• Coordinate purchasing, bi-weekly.
• Group creation and enrollment tracking.
• Attend meetings as needed.

Skills

Communication Proficiency

Organization

Customer/Client Focus

Problem Solving/Analysis

Crisis Management/Composure

Time Management

Confidentiality

Ethical Conduct

Teamwork Orientation

Education

High school diploma or equivalent

Job description

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 neededCompetencies1. Communication Proficiency2. Organization3. Customer/Client Focus4. Problem Solving/Analysis5. Crisis Management/Composure6. Time Management7. Confidentiality8. Ethical Conduct9. Teamwork OrientationPosition Type/Expected Hours of WorkThis is a full-time position. 40 hours per week.Workweek schedule: Dependent on clinic hoursHours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.TravelMinimalRequired Education and Experience1. High school diploma or equivalent2. Work with mental health or substance use populations is preferredOther DutiesPlease 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.