Customer Service Team Lead

Patients come to us for pediatric care, from newborn visits through sports physicals. Looking for a Customer Service Team Lead who wants to stay somewhere for a while.

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. We are headquartered in London and have been hiring remotely since 2020. This is a long-term contractor role, paid monthly in USD. Working hours overlap with UK business hours. We use Slack, Notion and Google Meet. Cameras on for team calls.

Key responsibilities

• Answer inbound calls, live chats and emails from a queue
• Escalate complaints that need a supervisor or another department
• Meet targets for handle time, quality score and customer satisfaction
• Follow scripts and required disclosures on recorded lines
• Document every interaction in Zendesk or Salesforce Service Cloud
• Call customers back on open issues within the promised timeframe

Skills and experience

• 8+ years of customer service, retail, hospitality or call center experience
• Basic computer skills (Windows, Outlook, web browsers)
• Reliable attendance. Schedule adherence is tracked
• High school diploma or GED
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster

Job Type: Contract

Pay: $52,000 - $63,000 a year

Benefits:

• Flexible schedule

Schedule:

• No weekends
• 8 hour shift
• Day shift

Experience:

• Customer Service Representative: 6 years (Required)

Work Location: Remote

Duration: 6 months. Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Turner Family Medicine.