Customer Support Team Lead

Position: CUSTOMER SUPPORT TEAM LEAD
Location: City of Watertown

SUMMARY/OBJECTIVE:

The CSR Lead is a multi-functional position. The CSR Lead will be the subject-matter experts to the customer support representatives. The CSR Lead will adhere to the same job description as the customer support representatives, with the addition of the following;

Essential Functions (Job Duties)
• Maintain staff work schedules based on business needs. Provide weekly schedules at least 2 weeks ahead of time. Be the point of contact for staff time off requests, unexpected time off and cover when necessary.
• Point of contact for the team and the line of communication between the CS Manager and Practice Man ager
• Direct contact for clinicians/prescribers
• Train new customer support staff
• Audit provider schedules
• Work order tracking, ensure proper data entry, alerts and follow through weekly
• Coordination of purchasing, bi-weekly
• Group creation and enrollment tracking
• Attend meetings as needed Competencies
1. Communication Proficiency
2. Organization
3. Customer/Client Focus
4. Problem Solving/Analysis
5. Crisis Management/Composure
6. Time Management
7. Confidentiality
8. Ethical Conduct
9. Teamwork Orientation Position Type/Expected Hours of Work This is a full-time position. 40 hours per week.

Workweek schedule:
Dependent on clinic hours

Hours and schedules may vary depending on Company need and workload. Employees will be given as much advance notice as possible when such changes occur.

Travel Minimal Required  

Education and Experience
1. High school diploma or equivalent
2. Work with mental health or substance use populations is preferred

Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.