Summary and Qualifications:
The primary purpose and function of the Associate Team Lead, Call Center is to act as a key resource for the practice's call center while professionally managing a variety of requests from associates, clients, and hospitals in a positive manner. This role will assist the Team Lead to provide leadership, direction, management and mentorship with all service quality, training, processes and procedures.
Essential Responsibilities and Tasks:
Live and exemplify the Five Principles of Mars, Inc. within self and team.
Provide leadership to the call center and other customer service teams.
Ensure all customer service associates deliver exceptional service to internal and external customers of the call center teams.
Coach and mentor call center coordinators when handling or resolving difficult inquiries.
Understand and assist with inbound and outbound calls on all call center team roles including OWP Relations, Client Financial Services, Hospital Support Team, Quality Monitoring, Web Support and Client Advocate Team.
Create and deliver Performance Improvement Plans and Performance Development Plans.
Assist Team Lead with interviews and separations.
Handle escalated client and hospital issues. This includes using tools such as CXM and HEAT systems to review and research the issue and provide a viable solution. Provide assistance for less experienced call center coordinators and follow-up as necessary.
Aid in the call monitoring and feedback process along with real-time monitoring of queues to ensure service levels and stats are met
Educate associates on business standards for wellness plans.
Accurately update databases which support field reporting on adjustments, wellness plans, collections, etc..
Professionally manage a variety of requests from clients and hospitals in a positive manner.
Facilitate and participate in team meetings and provide feedback regarding procedures and process improvement.
Develop effective communication with CTS associates, Field Leadership and hospital associates.
Document calls and resolutions using the appropriate databases, ensuring consistency in service.
Assist hospital teams with adjustments or wellness plan financial information and find resolution, providing courteous and professional customer service.
- Other job duties as assigned.
Ability to work at a computer for long periods of time.
Project timelines and work volume/ deadlines may often require more than 40 hours per week to complete essential duties of this job.
Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
The noise level in the work environment is normally high due to pets.
Environment where pets are present.
Bachelor's degree in Business or Marketing is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
Minimum 2 years relevant professional experience required, at least 1 of which must be with Banfield's call center.
Two years with Banfield's call center is preferred.
Bilingual English/Spanish fluency preferred.
Prefer call center or medical background (veterinary technician, human healthcare, pharmaceutical, etc.) or medical terminology training.
WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.
Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.
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