Note: The job is a remote job and is open to candidates in USA. DrFirst is a rapidly growing Healthcare IT company whose applications and programs enhance prescription safety and efficiency. The Tier 1 Customer Support Lead manages and coaches a team of support representatives, oversees omni-channel queues, drives first contact resolution, analyzes performance metrics, and improves support processes and customer experiences.
Responsibilities
- Being available to your team by answering questions and managing real-time situations to achieve set goals and deliver exceptional customer experiences
- Analyzing real-time, daily, and long-term trends to provide insights that help the team meet their objectives
- Coaching and mentoring new and existing representatives to enhance their skills and performance
- Implementing and refining support processes and ensuring the customer facing teams are always up to date with new and existing procedures
- Maintain clear and consistent communication with customers, providing timely updates and resolutions
- Take initiative on potential problems and plan to address and monitor for success/improvement
- Escalating unresolved customer issues to the appropriate business units and ensuring the team understands escalation procedures
- Conduct quality assurance assessments for representatives and lead one-on-one coaching sessions to foster continuous growth and development
- Perform regular performance reviews and goal check-in meetings
- Creating and updating Standard Operating Procedures (SOPs) to enhance team knowledge
- Collaborating with the Support leadership team to drive change and adopt a strategic mindset, focusing on continuous process evaluation and enhancement
Skills
- * Effective verbal and written communication skills
- * Strong PC and internet technology experience
- * Ability to work independently and as part of a team
- * Demonstrated people leadership abilities
- * Demonstrated projects or initiative leadership abilities
- * Ideal candidate will have experience participating in business base presentations or issue presentations, translating these into strategic initiatives for application
- * Schedule flexibility as needed
- This role is 100% remote
- · While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard
- · Specific vision abilities required by this job include close vision requirements due to computer work
- * Proven customer service and client relations skills, preferably in the healthcare industry
Benefits
- Eligible for a Discretionary Performance-based bonus
- Medical, dental, and vision insurance
- 401K eligible after 3 months of employment, with 50% company match up to first 5% of salary contributed to the plan with a 3-year vesting schedule
- HSA for eligible employees enrolled in the HDHP, with a generous company contribution up to $500 for individual coverage and $1000 for family coverage per year
- 100% company paid short and long-term disability, AD&D, and group life insurance
- Accrued annual paid time off (PTO) of 18 days for the first 3 years of service, increasing thereafter and 7 paid holiday days
- Employee Assistance Program
- Continuing Education funds up to $1500 annually for eligible programs after 1 year of service
- Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances
- 100% remote
- Remote-First company, creating a dynamic and flexible workplace
Company Overview
Company H1B Sponsorship