Care Team Lead
4 weeks ago
We are seeking a highly skilled Care Team Lead to join our team in Connecticut. As a key member of our care team, you will play a vital role in providing exceptional customer service experience by effectively leading a team of empathetic and solutions-driven Care Support Specialists.
Job SummaryThe Care Team Lead will be responsible for mentoring and advising their team members to provide outstanding customer service to clients and caregivers. This role involves being the direct point-of-contact for team member inquiries or concerns, responding to and resolving escalated or complex issues, managing the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback, monitoring daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures, and remaining within compliance guidelines, supporting process improvement by identifying system or workflow areas of opportunity, and assisting the management team with the interview process for new candidates and training for new team members.
Responsibilities- Mentor and advise team members to provide exceptional customer service
- Respond to and resolve escalated or complex issues
- Manage the performance of team members through active motivation and effective feedback
- Monitor daily workflows to ensure team members meet performance goals
- Support process improvement by identifying system or workflow areas of opportunity
To be successful in this role, you will need:
- Experience managing/supervising employees
- Exceptional experience leading, mentoring, and developing employees
- Experience with performance management
- 3+ years customer service experience; ability to provide a seamless Customer Service experience including interacting with customers, answering inquiries, and effectively handling complaints
- Experience with data input, case review, and building rapport with the team
- Ability to motivate the team to meet and/or exceed case management targets or metrics
- Computer proficiency required; ability to leverage technology to identify, research, and solve customer issues
- Excellent communication and organization skills
- Must have poise and patience when dealing with customers
- Bilingual in English and Spanish, or other languages desired
We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events, and ongoing learning opportunities to grow your career. This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others. At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.
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