[Hiring] Assistant Manager Concierge @First Advantage Global operating Centre

Role Description

The Assistant Manager Concierge oversees a team of healthcare concierge members, guiding them to become experts in drug and healthcare services. This role involves managing daily operations, including coaching, monitoring productivity, and addressing escalated concerns. The team lead ensures exceptional service to clients by coordinating drug and occupational health programs, supporting candidates, and tracking key performance indicators related to productivity, quality, and team morale. Effective communication with internal and external teams is essential to maintaining a smooth client experience.

This is a fully remote position (Work from Home), must be based and authorized to work in the United States.

Support Hours: Some time between 10:30am - 8:00pm ET

Responsibilities

• Provide ongoing training and support to the Concierge Team on work processes and SOPs.
• Continuously monitor team productivity and quality to ensure client satisfaction.
• Address team inquiries and offer guidance, coaching, and feedback as needed.
• Escalate issues or concerns to the Concierge Operations Manager for resolution.
• Regularly update and refine procedures and protocols to improve efficiency.
• Onboard and integrate new team members, ensuring they understand team processes and expectations.
• Deliver exceptional customer service, ensuring a seamless experience for clients.
• Foster a positive team environment by leading with integrity and setting a strong example.
• Track and manage team performance, ensuring goals and KPIs are consistently met.

Qualifications

• Associate Degree or equivalent work experience; Bachelor’s Degree preferred.
• Proven experience in supervising and motivating a team to achieve performance goals.
• Familiarity with healthcare services and understanding of client needs.
• Experience in customer service or call-center environments is a plus.
• Comfortable with technology; proficient in navigating operating systems, internet, Excel, and software applications.
• Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality.
• Proficient in Microsoft Office Suite, internet searches, and database lookups.
• Ability to manage multiple priorities effectively with strong organizational skills and attention to deadlines.
• Capable of following company and customer-specific directions while working autonomously.
• Energetic, self-motivated, and detail-oriented with a strong work ethic.
• Collaborative team player, comfortable working with diverse teams, both locally and remotely.
• Willingness to work overtime as needed to meet team and client needs.
• Experience providing exceptional client support and service.
• Proficient in reading, writing, and speaking English.
• Punctual and dependable, with a strong commitment to meeting job expectations.

Benefits

• Ability to work remotely.
• Medical, Vision, Dental, and supplementary benefit plans, including paid Parental Leave and Bereavement.
• 401k with an employer match and an Employee Stock Purchase Plan (ESPP).
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays.
• Volunteer Time Off Policy (VTOP) up to 8 hours a year.

Company Description

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.