Customer Support Team Lead - Scheduling, Training & Ops

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

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.