Team Lead - Customer Service
Alfasigma

Covington, Louisiana

Posted in Pharmaceuticals


This job has expired.

Job Info


Seeking a Team Lead for our Customer Service Team will be supporting a team of patient services representatives providing coaching and feedback to team members regularly to ensure a high customer focus in order to maximize the patient experience and drive targeted sales goals.

KEY FUNCTIONS:

  • Sets the standard for handling all calls in accordance with company standards courteously and professionally.
  • Monitors, organizes and coaches team members on a day-to-day basis in real time regarding quality of calls associated with call script adherence and call conversion.
  • Responsible for assuming and resolving escalated sales calls by handling complaints, questions and queries as necessary.
  • Assesses staffing levels and manages appropriate calling and system queues.
  • Participates in design of call monitoring formats and quality standards.
  • Establishes rapport and builds trust while assisting patients, prescribers, and our outside sales team.
  • Quickly and accurately identifies the patient’s needs and uses services and available resources to meet patient’s needs.
  • Resolves patient concerns and troubleshoots as necessary.
  • Meets dialogue requirements in accordance with quality guidelines.
  • Assists employees in exceeding and meeting departmental objectives, performance standards, and policies.
  • Motivates and inspires the team to surpass their potential.
  • Facilitates communication among team members and helps maintain a cohesive work environment of center team members.
  • Provides feedback as necessary to Patient Services Manager regarding CSR’s performance toward achieving sales target goals.
  • Functions as a Subject Matter Expert (SME) for all CSR and PSR related duties.
  • Performs the duties of a CSR as assigned by customer service manager.
  • Achieves daily inbound and outbound call requirement based on the team’s expectation.
  • Maintains a regular and reliable attendance record.
  • Devise ways to optimize procedures and keep staff motivated
  • Working with other leads and management team members to support representatives and maximize customer satisfaction.
  • Answer questions from employees and provide guidance and feedback
  • Assist in training and preparing employees to respond to customer questions, complaints, and troubleshoot problems with services or products.
  • Anticipate escalation and take over calls when necessary
  • Knowledge of HIPAA compliance
REQUIREMENTS:
  • High School diploma or equivalent required; associates or bachelor’s degree preferred.
  • 2+ years previous supervisory experience in a direct to consumer call center preferred.
  • Proven history of achieving goals in a similar work environment.
  • Strong knowledge of customer/patient care and performance techniques and processes.
  • Business process, problem identification, analysis and resolution management skills.
  • Natural ability to coach, motivate, and interact well with people.
  • Evident work ethic; ability to prioritize tasks, meet deadlines and work independently in a fast paced environment; able to work under pressure and effectively manage stress.
  • Willingness and capability to handle multiple projects and responsibilities.
  • Excellent organizational, time management, and problem-solving skills.
  • Excellent written, verbal and interpersonal communication skills.
  • Proficient with Microsoft Office Suite.
","EqualOpportunityEmployerDescription":"Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities","PayTransparencyPolicyStatement":"The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)


This job has expired.

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