Front Office Customer Service Team Lead

Description

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.
  
  

Job Summary

As a Front Office Customer Service Team Lead you will be responsible for assisting Customer Service agents with navigation of internal systems and supporting them in their interactions with case managers, members, and providers. The Customer Service Team Lead is responsible for administrative tasks supporting customer service agents with planning, organizing, and executing case manager, member, and provider interactions.

Supervisory Responsibilities

• Customer Service Associates
  
  

Duties/Responsibilities

• Provide Tier 1 support to Customer Service agents for case manager, member, and provider inquiries
• First Line support for case manager, member and provider issues
• Perform investigations to report/escalate case manager, member, and provider concerns
• Assist with outbound calls to follow up with members and case managers
• Assist with inbound calls as necessary
• Assist with managing Customer Service tickets as necessary
• Manage Customer Service emails and voicemails
• Participate in the coordination and scheduling of Customer Service agents
• Monitor the Key Performance Indicators (KPI) and other success metrics associated with the Customer Service Team
• Train new Customer Service agents
• Provide input and suggestions on process improvements
• Other duties as assigned/necessary
  
  

Performance Metrics

• Manage real time adherence to service levels and adjust resources accordingly to meet service levels
• 50-75% productivity in daily workload
• Team Quality Assurance Management: 80% target
• Team Net Promoter Score (NPS) of 70 or better
  
  

Requirements

Required Skills/Abilities:

• Ability to thrive in a fast paced environment
• Proven experience answering inbound calls
• Ability to work with multi-disciplinary teams
• Excellent time-management and organizational skills
• Computer proficiency and knowledge of clerical functions
• Strong passion for helping others and problem-solving
• Must be 18 years of age or older
  
  

Education And Experience

• 2+ years of relevant experience in a call center/customer service or similar role
• High school diploma or equivalent experience preferred
• Experience in the healthcare industry is a plus!
  
  

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
  
  

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.