Medical Marijuana Help Desk - Team Lead

ADP, Inc.; Philadelphia (Philadelphia County); Hybrid; USD 22,000 - 31,000; Full time

Job summary

InspiriTec seeks a Medical Marijuana Help Desk - Team Lead in Philadelphia to supervise a customer service team, ensuring efficient handling of calls, chats, and escalations while aligning with leadership expectations.

The role supports on-site and hybrid/remote work, with weekend/night shifts and a holiday work-from-home option. Prior supervisory experience and compliance with DOH policies are preferred.

Qualifications

• Formal coaching and communication skills required.
• Experience training employees for performance improvement.
• Ability to work in a diverse team and lead independently.
• Experience in customer service is essential.
• Familiarity with performance metrics (SLA, KPI) preferred.
• Supervisory experience may be required.
• Proficiency with technology, especially computers and phone systems.

Responsibilities

• Align with the Servant Leadership philosophy.
• Monitor the Medical Marijuana team chat when scheduled.
• Monitor inbound call queue to ensure timely answering of calls.
• Communicate with other leads about breaks and schedule impact.
• Take calls in queue when required and accept live transfers.
• Assist supervisory callbacks within 2 business hours.
• Review and escalate tickets in Salesforce promptly.
• Answer password/email update requests from agents in chat.
• Anticipate escalations and take over calls as needed.
• Stay informed on policies related to the Medical Marijuana team.
• Monitor attendance and report deviations to management.
• Keep up to date with RightAnswers changes.

Skills

Coaching & communication

Customer service experience

Team leadership

Problem solving

Under pressure

Phone system proficiency

Education

High school diploma or equivalent

Tools

Salesforce

RightAnswers

Computer proficiency

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Medical Marijuana Help Desk - Team Lead

Full Time Indirect Labor Philadelphia, PA, Philadelphia, PA, US

22 days ago Requisition ID: 1879

Salary Range: $19.38 To $19.38 Hourly

Medical Marijuana Team Lead

Please note that this job has opportunities for on-site work at the Philadelphia office as well as remote/hybrid work. Weekend and nighttime work may also be expected. This contract is also open on all holidays on a work-from-home basis.

Responsibilities

• Align with the Servant Leadership philosophy
• Actively monitoring the Medical Marijuana team chat when scheduled
• Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume
• Actively communicating with the other leads regarding breaks and other issues that directly impact team performance
• Taking calls in queue when required
• Accepting live transfers from agents for supervisor requests from callers
• Participate in making supervisory callbacks within 2 business hours of the call being posted by the agent
• Reviewing and escalating tickets in Salesforce in a timely manner
• Immediately answer questions and requests for password and/or email updates from agents in chat
• Anticipate escalation and take over calls from agents when needed
• Fully knowledgeable about processes and policies related to the Medical Marijuana team
• Monitor team attendance and report excessive deviations from schedule to project leadership and management
• Keep management informed on any issues and problems affecting team performance
• Keep up to date with changes to processes in RightAnswers

Requirements

• Open to sudden or unexpected changes to policy or processes required by the DOH and/or InspiriTec
• Coaching and communication skills
• Experience training and coaching employees for performance improvement
• Ability to work as part of a team of diverse individuals, as well as lead independently
• Experience in customer service is essential
• Knowledge of performance evaluation procedures including SLA, KPI and other performance metrics
• Outstanding communication and negotiation abilities
• A process-oriented approach
• High school diploma or equivalent, but more education, especially in a supervisory role is preferred
• Supervisory experience may be required
• Proficiency with technology, especially computers, software applications, and phone systems
• Excellent problem-solving skills
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Strong communication skills and attention to detail when conveying information
• Ability to work effectively, compassionately, and diplomatically with persons with disabilities as well as InspiriTec Call Center customers and the DOH