Customer Care Team Manager

2 weeks ago


Nashville, Tennessee, United States Bellecares Full time

Customer Service Team Lead

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

About Bellecares

Bellecares is a rapidly expanding engagement organization that is transforming the home care industry. With over 25 million seniors in the U.S. facing challenges in self-care, our mission is to address the lack of mobility and the associated $38 billion in preventable healthcare costs each year.

Our proprietary clinical-spa foot care service, covered by Medicare Advantage, is delivered by our skilled Advanced Nail Technicians, who are essential to the well-being of our clients. The Bellecares model is designed to:

  • Safeguard mobility and prevent over 75% of costly foot-related complications;
  • Build strong, trusting relationships with our members;
  • Seamlessly integrate the care team into the home through regular visits;
  • Proactively identify and address holistic health issues (physical, mental, and social).

Our overarching goal is to connect individuals with their care through a joyful experience.

Purpose of this Role

Bellecares is seeking a full-time Customer Service Team Lead and Escalations Manager to deliver exceptional support to our clients. This position involves leading a dynamic team of customer service representatives to ensure they perform their roles effectively. The ideal candidate will possess excellent verbal and written communication skills, along with a strong sense of empathy and patience for both team members and clients.

Key Responsibilities

  • Oversee daily shifts to guarantee sufficient phone coverage;
  • Assign daily tasks to team members;
  • Monitor team performance, conduct quality assurance, and supervise calls;
  • Handle escalated calls or customer grievances;
  • Facilitate onboarding and training for new hires;
  • Propose strategies to enhance productivity and customer satisfaction.

Requirements and Skills

  • Experience in a Team Lead or Manager role, particularly in escalations;
  • Minimum of 5 years in customer service, retail, or receptionist roles;
  • Ability to provide and utilize personal computer, WiFi, and mobile phone for work;
  • Capability to manage, schedule, and complete work assignments with minimal oversight;
  • Strong problem-solving skills and proficiency in de-escalating high-stress situations;
  • A positive, proactive attitude.

Benefits

  • Competitive salary with performance bonuses;
  • Health, dental, and vision insurance, along with STD/LTD benefits;
  • 401k participation (Non-Matching);
  • Paid time off, sick leave, and holidays.


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