Associate Team Lead Call Center

SUMMARY OF JOB PURPOSE AND FUNCTION

Theprimary purpose and function of the Associate Team Lead, Call Center is to actas a key resource for the practice's call center while professionally managinga variety of requests from associates, clients, and hospitals in a positivemanner. This role will assist the Team Lead to provide leadership, direction,management and mentorship with all service quality, training, processes andprocedures.

ESSENTIAL RESPONSIBILITIES AND TASKS

  • Live and exemplify the Five Principles of Mars, Inc. within selfand team.
  • Provideleadership to the call center and other customer service teams.
  • Ensureall customer service associates deliver exceptional service to internal andexternal customers of the call center teams.
  • Coachand mentor call center coordinators when handling or resolving difficultinquiries.
  • Understandand assist with inbound and outbound calls on all call center team rolesincluding OWP Relations, Client Financial Services, Hospital Support Team,Quality Monitoring, Web Support and Client Advocate Team.
  • Createand deliver Performance Improvement Plans and Performance Development Plans.
  • AssistTeam Lead with interviews and separations.
  • Handleescalated client and hospital issues. This includes using tools such as CXM andHEAT systems to review and research the issue and provide a viable solution.Provide assistance for less experienced call center coordinators and follow-upas necessary.
  • Aid inthe call monitoring and feedback process along with real-time monitoring ofqueues to ensure service levels and stats are met
  • Educateassociates on business standards for wellness plans.
  • Accuratelyupdate databases which support field reporting on adjustments, wellness plans,collections, etc..
  • Professionallymanage a variety of requests from clients and hospitals in a positive manner.
  • Facilitateand participate in team meetings and provide feedback regarding procedures andprocess improvement.
  • Develop effective communication with CTS associates, FieldLeadership and hospital associates.
  • Documentcalls and resolutions using the appropriate databases, ensuring consistency inservice.
  • Assisthospital teams with adjustments or wellness plan financial information and findresolution, providing courteous and professional customer service.
  • Other job duties asassigned.

SPECIAL WORKING CONDITIONS

  • Abilityto work at a computer for long periods of time.
  • Projecttimelines and work volume / deadlines may often require more than 40 hours perweek to complete essential duties of this job.
  • Musthave mental processes for reasoning, remembering, mathematics and languageability (reading, writing, and speaking the English language) to perform theduties proficiently.
  • Thenoise level in the work environment is normally moderate.
  • Environment where petsare present.

EXPERIENCE, EDUCATION AND/OR TRAINING

  • Bachelor'sdegree in Business or Marketing is preferred, or the equivalent combination ofeducation, training and experience that provides the required knowledge,skills, and abilities.
  • Minimum2 years relevant professional experience required, at least 1 of which must bewith Banfield's call center.
  • Twoyears with Banfield's call center is preferred.
  • BilingualEnglish/Spanish fluency preferred.
  • Prefer call center ormedical background (veterinary technician, human healthcare, pharmaceutical,etc.) or medical terminology training.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Company Policy, Federal and State Laws Forbid Discrimination Because of Age, Color, Race, Religion, Sex, Disability, Sexual Orientation or National Origin.


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