Customer Support Team Lead: Scheduling & Training

Citizen Advocates; City of Watertown (NY); On-site; USD 26,000 - 32,000; Full time

Job summary

Citizen Advocates in Watertown, NY is seeking a CSR Lead to oversee staff scheduling and act as a key liaison between management and clinicians. The role includes training new staff and ensuring smooth operations within the patient support team.

The CSR Lead will coordinate calendars, manage communications, and support mental health-related services. This is a full-time on-site position in Watertown, with an emphasis on reliability and team coordination.

Qualifications

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

Responsibilities

• Maintain staff work schedules based on business needs and provide weekly schedules at least 2 weeks ahead of time.
• Be the point of contact for staff time off requests and coverage when necessary.
• Act as the liaison between the CS Manager and Practice Manager.
• Direct contact for clinicians/prescribers.
• Train new customer support staff.
• Audit provider schedules.
• Track work orders and ensure proper data entry, alerts and follow through weekly.
• Coordinate purchasing on a bi-weekly basis.
• Create groups and track enrollments.
• Attend meetings as needed.

Skills

Communication

Time management

Team leadership

Education

High school diploma or equivalent

Job description

Citizen Advocates in Watertown, NY is seeking a CSR Lead to oversee staff scheduling and act as a key liaison between management and clinicians. The role includes training new staff and ensuring smooth operations within the patient support team.

The CSR Lead will coordinate calendars, manage communications, and support mental health-related services. This is a full-time on-site position in Watertown, with an emphasis on reliability and team coordination.