About Centria Healthcare:

Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.

Position Summary

The Team Member Support Lead is primarily responsible for assisting achievements of a high level of customer and team member satisfaction by promoting support and knowledge of TMSC programs and obligations. This position is also responsible for addressing and resolving customer or representative inquiries, problems, and escalations following company policies and procedures. This role may require evening and weekend hours (on-call, as needed) to support team members in multiple states and time zones.

Success Measures

Success measures include adherence to Centria policies, flawless execution of tasks, and meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics such as providing outstanding service to resolve issues the first time, 80% first call resolution, flawless execution of tasks, a timely, positive experience for team members, and a high level of compliance.

Duties and Responsibilities

1. Perform the duties and responsibilities of the Team Member Support Lead at a high level of success.
2. Support the achievement of clear team goals and KPIs.
3. Oversee and assist day-to-day teams’ operation and performance.
4. Encourage and mimic a healthy and motivating work atmosphere.
5. Communicate constructively with teams about their performance with enhancements.
6. Monitor team performance and report on the metrics to leadership.
7. Provide proactive communication with coaching and positive reinforcement.
8. Follow-up with customer calls not immediately resolved.
9. Listen to team members’ feedback and resolve any issues or conflicts.
10. Plan and organize team-building activities.
11. Work cohesively with TMSC Leadership and training to create cohesive performance objectives.
12. Provide inside support to TMSC Senior Manager, interdepartmental support, and colleagues.
13. Compliance with Centria’s Code of Conduct, policies and procedures, and Federal and State laws.
14. Responsibility to report violations of Company policies or the Code of Conduct.

Qualifications

Education/Licenses

Associate degree or higher

Work Experience

• Process Excellence within the Team Member Support Center
• Demonstrated experience in providing excellent customer service as a Team Member Support Specialist
• Previous helpdesk experience preferred
• Previous experience in a Call Center environment preferred

Equipment and Technology Requirements

• Working knowledge of laptop/desktop PC
• Proficiency with Windows, macOS, and iOS, required
• Proficiency in Microsoft Suite, (Word, Excel, Outlook)
• Proficiency in G Suite
• HRIS Systems, Healthcare Systems
• Helpdesk software experience such as ManageEngine ServiceDesk Plus preferred

Other Competency Requirements

• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Ability to communicate expressively and receptively

Knowledge and Skills

• Effective communication skills, both written and verbal, with customers and team members;
• Proficiency in PC software, especially word processing and spreadsheet programs;
• Strong data entry skills;
• Working understanding of Centria principles, practices, and procedures, and the TMSC program parameters and levels of services;
• Ability to build excellent rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Centria mission;
• Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
• Proven adaptability with a willingness to work both collaboratively with a diverse group of people and individually to achieve desired business outcomes;
• Excellent interpersonal and listening skills;
• Aptitude for applying critical thinking and problem-solving skills;
• Demonstrated strong work ethic with attention to detail, accuracy, and quality;
• Adept at understanding customer needs and analyzing those needs across the customer base to identify the best solution;
• Ability to work independently and self-motivated to achieve business objectives.

Working Conditions

• Additional time or occasional shifts in schedule may be required to complete the above work or meet company objectives.
• This role may require evening and weekend hours (on-call, as needed) to support team members in multiple states and time zones. Time may be split between office and home (evenings and weekends).

Physical Demands

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.