Customer Relations Team Lead

Job Description

Job Description

Description:

ROLE AND ESSENTIAL FUNCTIONS

The Customer Relations Team Lead is responsible for managing and supporting the Customer Relations department ensuring that all assigned tasks are completed within a standardized method and quality results are produced. They will be responsible for ensuring that the highest level of customer service is accomplished, enrollment process is efficient, and all outbound communication is effective.

While remote, must reside in Arizona or Texas

• Conducts quality checks on outbound and inbound communication
• Conducts quality checks on processes and maintenance
• Ensures that processors are analyzing, tracking and thoroughly researching all customer inquiries
• Ensures that processors are processing all documentation within the specified time frames
• Ensures that all state and program specific reports are processed within the specified time frames
• Demonstrates the ability to identify a break down in process. Ensures that appropriate action is taken in order to prevent errors
• Analyzes escalated issues and assists team in developing proactive processes for efficient and effective resolution
• Ensure his/her calendar is properly maintained in order to review deadlines and make necessary adjustments
• Identify and share opportunities for process improvements and improved working conditions
• Develops quality internal and external written communication based on various scenarios
• Assist with the development and production of other external communications as assigned
• Analyzes projected mail dates, outbound communication and particular changes in processes including any priority changes and projects the need for additional staff
• Provide excellent customer service to coworkers and Acumen visitors both on the phone and in-person, and encouraging positive working relationships across the company
• Openly communicates expectations to team
• Monitors and evaluates individual team performance
• Provides timely feedback and development to each team member, including discipline as needed and guidance on improvement plans
• Responsible for conducting performance evaluations, performance improvement plans (PIP), and assists with interviews as requested.
• Uses strategic thinking to complete multiple tasks
• Demonstrates a working knowledge of and abides by contract, state and Medicaid specifications ensuring team works within guidelines
• Attends and participates in all company meetings as requested
• May provide training to customer service staff and other departments as requested
• Attends and proactively participates in company meetings; will also initiate departmental and cross-departmental meetings; will also be expected to create and follow agendas
• Occasionally work late or on weekends as needed to ensure all deadlines are met
• Perform other work-related duties as assigned or change priorities as instructed by Customer Relations Manager or Customer Relations Director
• ALL Acumen employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly.

RESPONSIBILITIES AS A TEAM MEMBER

• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice

EQUIPMENT NORMALLY USED

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

ACUMEN IS AN EQUAL OPPORTUNITY EMPLOYER

Acumen is an Equal Employment Opportunity (EEO) employer. We embrace diversity in all its form. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

NOTE: THIS JOB DESCRIPTION IN NO WAY STATES OR IMPLIES THAT THESE ARE THE ONLY DUTIES TO BE PERFORMED BY THE EMPLOYEE IN THIS POSITION. EMPLOYEES WILL BE REQUIRED TO FOLLOW ANY OTHER JOB-RELATED INSTRUCTIONS AND TO PERFORM OTHER JOB-RELATED DUTIES AS REQUESTED BY THEIR SUPERVISOR.

QUALIFICATIONS

MINIMUM QUALIFICATIONS

• Bachelor’s degree or equivalent work-related experience
• Excellent computer skills, with an emphasis on Microsoft Office Publisher, Word, and Excel
• The ability to effectively and respectfully respond to internal and external customers both orally and in writing
• Excellent organizational skills, attention to detail, time management skills, task oriented, good interpersonal skills, patience, perseverance, and follow through skills
• Ability to prioritize and handle multiple demands successfully in a rapidly changing environment

COMMUNICATION SKILLS

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
• Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
• Ability to maintain confidentiality
• Ability to speak in public, including trainings
• Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

PHYSICAL AND MENTAL DEMANDS

The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without accommodation.

• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee may be required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers, hands, arms, and eyes
• The employee is frequently required to stand, walk, and talk for an hour or more
• Vision ability is required to do the job, including close vision, color vision and the ability to adjust focus
• Ability to work under stressful conditions that may require handling multiple work assignments with specific deadlines
• Ground and or Air travel upon demand

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