Team Leader, Customer Service​/HelpDesk

The Team Lead is a customer-facing role responsible for supporting effective delivery, coordination, and continuous improvement of Work-Fit services at an assigned client site or program. This role combines direct service delivery with day-to-day operational leadership, client relationship support, customer communication, team member guidance, compliance oversight, documentation quality, and program performance monitoring. The Team Lead represents Work-Fit professionally in daily interactions with client contacts, employees, participants, and internal leadership, helping ensure services are responsive, consistent, and aligned with Work-Fit standards, client expectations, applicable regulations, and current standard operating procedures.

• Deliver high-quality, customer-facing Work-Fit services in accordance with the statement of work, site-specific standard operating procedures, professional standards, and applicable laws and regulations.
• Represent Work-Fit professionally in daily interactions with client contacts, employees, participants, visitors, and internal stakeholders.
• Build and maintain positive working relationships with client contacts by demonstrating responsiveness, follow-through, professionalism, and a solutions-oriented approach.
• Support daily program operations by coordinating schedules, service coverage, workflow, documentation completion, equipment readiness, and customer service expectations.
• Serve as a day-to-day point of contact for customer-facing service questions, operational priorities, documentation expectations, participant needs, and site-specific communication.
• Communicate regularly with client contacts and Work-Fit leadership regarding program operations, service impact, staffing needs, customer concerns, service trends, and opportunities to enhance delivery.
• Identify, communicate, and help resolve customer service issues, operational barriers, and service delivery concerns in a timely and professional manner.
• Participate in client meetings, committees, customer interviews, presentations, networking activities, and other customer-facing program forums as requested.
• Support program marketing and engagement efforts by helping develop, distribute, and deliver educational materials, presentations, wellness messaging, and service promotion resources.
• Maintain a safe, secure, clean, and professional work environment by understanding, communicating, and reinforcing Work-Fit and client policies, procedures, and expectations.
• Assist with onboarding, training, coaching, mentoring, and ongoing development of Assistant Team Leads and team members, with emphasis on customer service standards and consistent service delivery.
• Provide constructive feedback to Assistant Team Leads and Team Members, and elevate performance, professionalism, employee relations, customer service, or compliance concerns to appropriate leadership when needed.
• Monitor documentation and record management practices to ensure service interactions are completed accurately, timely, securely, and in accordance with Work-Fit and client requirements.
• Support quality assurance activities, including documentation reviews, scorecard review, performance tracking, customer feedback review, and corrective action planning.
• Assist leadership in monitoring key performance indicators, service utilization, program trends, customer feedback, and outcomes to identify opportunities for improvement.
• Ensure equipment, supplies, service areas, and work spaces are maintained in a safe, clean, organized, and functional condition; coordinate maintenance or calibration needs as appropriate.
• Protect the confidentiality and security of sensitive records, client information, employee information, and patient or participant information always.
• Remain current with required credentials, certifications, policies, professional standards, and laws governing practice in the assigned health or service field.
• Support budget-conscious program operations by identifying resource needs, communicating operational barriers, and assisting with efficient use of staffing, equipment, and supplies.
• Perform additional duties, responsibilities, and projects assigned by Work-Fit leadership or senior management.

This list of duties is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that leadership may…