[Hiring] Concierge Team Lead @First Advantage

Role Description

The Concierge Team Lead 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 and monitoring productivity
• Addressing escalated concerns
• Ensuring exceptional service to clients
• Coordinating drug and occupational health programs
• Supporting candidates
• 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.

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

Requirements

• 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

Benefits

• Ability to work remotely with occasional business travel
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!