Customer Service Team Lead

3 weeks ago

Nashville, United States Bellecares Full time

**Customer Service Team Lead**

Nashville, TN **Work Schedule:** Monday - Friday, 8:00am to 5:00pm CST (Monday and Friday Remote)

**About Belle**

is a hyper-growth engagement company that is revolutionizing home care -- and it all begins with the feet. With 25M+ U.S. seniors no longer able to reach or see their feet, a lack of self care quietly brings millions to immobility and drives $38B+ in preventable medical spend every year.

Through a proprietary clinical-spa foot care service covered by Medicare Advantage, Belles Advanced Nail Technicians or Belle Technicians play a critical role in the lives of those we serve. The Belle care model has been designed to:

Protect mobility and prevent 75%+ of widespread, costly foot complications;

Develop deep, trusted relationships with members;

Digitally connect the care team into the home through our regular monthly visits;

Identify and resolve whole health issues early (physical, mental and social)

Far more than foot care, our mission is to unite people and their care through joy.

Purpose of this Role

Belle is hiring a full-time, Nashville-based Customer Service Team Lead and Escalations Manager to provide the highest quality support for the customers we serve. This role is responsible for leading a growing team of customer service associates to complete their job duties effectively. This person should demonstrate strong verbal and written communication skills as well as empathy and patience with both teammates and customers.

Responsibilities

Manage daily shifts to ensure adequate phone coverage

Delegate daily tasks to team members

Manage team performance, conduct quality assurance and supervise calls

Triage escalated calls or customer complaints

Onboard and train new employees

Recommend ways to improve productivity and customer satisfaction

Requirements and Skills

Team Lead / Manager and escalations experience

5+ years of customer service, retail, or receptionist experience

Provide, maintain and use personal computer, WiFi and mobile phone for work

Maintain, own, schedule and complete work assignments with minimal supervision

Demonstrate strong problem solving skills and ability to deescalate high stress calls

Exhibit a positive, can-do attitude

Benefits

Competitive salary with bonus

Health, dental, vision, STD/LTD benefits

401k participation (Non-Matching)

PTO, sick leave and paid holidays

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