Customer Support Team Lead: Scheduling & Training

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

Job summary

Citizen-Advocate is seeking a CSR Lead to serve as a subject-matter expert for customer support representatives while maintaining the same duties as CS reps. Responsibilities include staff scheduling, liaison duties with clinicians, staff training, and scheduling audits.

The role requires strong communication, organization, and problem solving, with flexibility for clinic hours. The position is full-time with a 40-hour workweek.

Qualifications

• High school diploma or equivalent required.
• Work with mental health or substance use populations is preferred.

Responsibilities

• Maintain staff work schedules and provide weekly schedules at least 2 weeks ahead of time.
• Be the point of contact for staff time off requests and cover when necessary.
• Act as direct contact for clinicians/prescribers and train new customer support staff.
• Audit provider schedules and track work orders with proper data entry and follow‑through.
• Coordinate purchasing bi-weekly and handle 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

Citizen-Advocate is seeking a CSR Lead to serve as a subject-matter expert for customer support representatives while maintaining the same duties as CS reps. Responsibilities include staff scheduling, liaison duties with clinicians, staff training, and scheduling audits.

The role requires strong communication, organization, and problem solving, with flexibility for clinic hours. The position is full-time with a 40-hour workweek.