Customer Care Lead
New Season

For over 30 years, New Season Treatment Centers have been a leading national health care service provider of outpatient treatment centers that specialize in providing safe, quality and best in class care for individuals living with Opioid Use Disorder ("OUD").

Operating in over 70 treatment centers in multiple states, our team members are engaged in medication-assisted treatment, counseling, support, and care management of individuals living with OUD. We treat the whole person and, in so doing, address the underlying causes of OUD in an effort to provide a continuum of care that not only addresses treatment needs but supports the patient on their journey to recovery.

Customer Care Lead

Job Description

New Season

Reports to: Call Center Manager

Job Code: 220

Department: Call Center

FLSA: Non-exempt

Direct Reports: 0

Job Summary:

The Customer Care Lead supports the call center team, special projects and the day to day operations of the call center.

Essential Functions:

• Supports the Call Center day to day operations.
• Provides motivation and guidance to the CCR Team.
• Works with Leadership to ensure appropriate staffing for the Call Center.
• Documents, tracks and analyzes KPIs (key performance indicators) and other statistical information for team and individual performance and provides documents for Leadership as required.
• Takes inbound calls as needed.
• Facilitates appointment setting process for patients seeking help for opiate addiction treatment.
• Trains CCRs in all aspects of the treatment programs and appointment scheduling.
• Conducts individual one on ones with team members regularly.
• Monitors, evaluates and tracks CCR calls.
• Maintains consistent communication with staff, updating changes in regulations, policies and procedures.
• Facilitates and participates in all staff meetings.
• Ensures compliance with all New Season guidelines.
• Communicates with Leadership and other stakeholders as needed.
• Supports outbound programs for ongoing and special projects.
• Makes outbound calls as needed.
• Works with Leadership and HR to interview and coach as needed.
• Other duties as assigned.

Supervisory Responsibilities:

(Scope of the person's authority, including a list of jobs that report to this job).

Guides Customer Care Representatives

Essential Qualifications:

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

Education/Licensure/Certification: A High School Diploma or GED equivalent is required.

Required Knowledge: Must be computer literate and have knowledge of all Microsoft products, especially Microsoft Outlook and Office, Google Suite, as well as Call Center hardware and software.

Preferred Knowledge: Experience with 3CX, Wrike or other project management systems, multi- channel contact, inbound/ outbound. Experience in monitoring, evaluating and coaching others.

Experience Required: Experience in leading a team and working independently without supervision. Previous health care experience is a plus. Five (5) or more years of call center experience and/or lead experience is required.

Skill and Ability: Must possess excellent interpersonal and verbal communication skills, be able to multitask, prioritize, and be dependable, reliable and flexible.

Physical Demands/Work Environment:

(The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Finger Dexterity: Use primarily for writing, operating calculator, telephone, keyboard and other office equipment.

Talking: To convey detailed or important instructions to employees, patients and applicants.

Hearing: Ability to hear normal conversations and receive ordinary information.

Vision: Average, ordinary, visual acuity necessary to observe patients and work on the computer. Clear vision at 20 inches or less and distant vision at 20 feet or more.

Physical Strength: Sedentary work; sitting most of the time. Exerts up to 10 pounds of force occasionally.

Working Conditions:

(The working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

• Ability to operate in an open work area with moderate everyday noise.

Mental Activities:

(The mental activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Reasoning Ability: Ability to resolve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Ability to maintain patient and treatment confidentiality.

Mathematics Ability: Basic mathematics (including statistics) skills required.