CUSTOMER SUPPORT TEAM LEAD

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