Team Lead, Participant Services
3.
1 Mesa, AZ Mesa, AZ Full-time Full-time $65,000 - $75,000 a year $65,000 - $75,000 a year Clarity is a dynamic, fast-paced organization committed to providing solutions that make it easier to protect health and wellness today and prepare for financial stability tomorrow.
We believe that life is a journey.
One that should be lived well.
Where all people are given the opportunity to succeed.
So, we'll stop at nothing to bring clarity, so our employees and our customers are prepared for whatever comes their way.
Our culture is rooted in appreciation for one another, a commitment to growing both personally and professionally and being flexible in how we work and how we work together.
We strive every day to ensure each of our Clarity team members feel valued.
The Clarity family is diverse, passionate, and skilled.
We pride ourselves on promoting from within and working to retain all our valued employees.
When you join our team, you are family!
Job Description:
The Team Leader is responsible for training and preparing call center representatives to respond to customer questions and complaints, troubleshoot problems, address participant escalations with services or products in the Participant Service Center.
In order for the Team Leader to stay engaged with participant call drivers, the Team Leader will also answer phone calls as a part of their responsibilities.
The Team Leader will directly supervise a team of Participant Services Representatives and ensure that agents understand and comply with all call center objectives, performance standards, and policies.
The Team Leader will achieve this by maintaining standards of quality customer service, perform quality monitoring assessments, and document standard operating procedures to improve customer satisfaction.
The Team Leader will be responsible for meeting or exceeding key performance indicators in the Participant Service Center.
Additional Job Responsibilities Supervise a team of participant-facing employees responsible for best-in-class service experience and delivery.
Identify areas for process improvements to maximize the client and team member experience.
Establish and be an advocate for change management to create a culture of continuous improvement for efficiency.
Partner with Client Services to collaborate on enhancing the service experience for clients and their employees.
Work closely with internal departments (Sales, Client Services, IT, and Finance) to ensure client-specific requirements are understood and executed through Service delivery.
Demonstrate the ability to execute the Clarity mission leveraging Technology and Innovation to deliver quality service to our participants.
Challenge the status quo, thinking Simply Smarter by approaching services as efficiently as possible.
Serve as point of escalation to resolve participant issues.
Provide timely action plans and ensure we deliver on commitments made to resolve to build trust.
Collaborate with direct reports to drive their personal and our organization's success; process management including training to enhance participant service representative performance and soft skills.
Identify and apply Key Performance Indicators (KPIs) to measure performance success of each team member.
Process and soft skills coach, train, and mentor staff to meet internal goals and exceed service expectations.
Establish and review regularly Salesforce dashboard reporting to identify clients at risk during implementation and renewals.
Other duties as assigned.
Requirements Education:
Knowledge of business and technology or a closely related field as normally obtained through the completion of a bachelor's degree in a business or technology related major or equivalent demonstrated work experience.
Experience:
Demonstrated ability to motivate teams for performance excellence, effective workflow management, meeting deliverables as normally obtained through a minimum of 3 years' experience in leading teams preferably in the benefit administration industry.
Bilingual Spanish also a plus.
Preferred skills/knowledge:
o Requires excellent people leadership skills.
Exceptional organizational and time management skills, attention to detail, analytical skills, problem resolution and high commitment to client satisfaction are essential.
o Excellent communication skills, written and verbal, professionalism and ability to work with all levels in the organization as well as the client's/broker's/partner's organization are required.
Requires self-confidence and the ability to work independently with minimal supervision and direction.
o Exhibits a positive attitude and demonstration of flexibility in meeting customer needs.
o Knowledge and expertise in or the ability to rapidly learn the Company's products and services is required.
Travel:
Minimal travel is required.
Benefits You'll Enjoy:
As a team member at Clarity Benefit Solutions, you will have access to:
Medical, dental and vision benefits 401(k) with employer match Education Assistance Program Clarity HRA Ready for Life HSA Funding Advance Company-paid Long-Term Disability, Short-Term Disability and Life Insurance Voluntary Life Options Tuition Reimbursement Program $1,200 Defined Contribution Benefit to offset insurance premiums Paid Time Off; includes vacation, personal and sick Salary Description$65,000-75,000/year Job Type:
Full-time Pay:
$65,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Dependent care reimbursement Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Weekly schedule:
Monday to Friday No weekends Work setting:
In-person Office Work Location:
In person The Team Leader is responsible for training and preparing call center representatives to respond to customer questions and complaints, troubleshoot problems, address participant escalations with services or products in the Participant Service Center.
In order for the Team Leader to stay engaged with participant call drivers, the Team Leader will also answer phone calls as a part of their responsibilities.
The Team Leader will directly supervise a team of Participant Services Representatives and ensure that agents understand and comply with all call center objectives, performance standards, and policies.
The Team Leader will achieve this by maintaining standards of quality customer service, perform quality monitoring assessments, and document standard operating procedures to improve customer satisfaction.
The Team Leader will be responsible for meeting or exceeding key performance indicators in the Participant Service Center.
Job Type:
Full-time.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 Mesa, AZ Mesa, AZ Full-time Full-time $65,000 - $75,000 a year $65,000 - $75,000 a year Clarity is a dynamic, fast-paced organization committed to providing solutions that make it easier to protect health and wellness today and prepare for financial stability tomorrow.
We believe that life is a journey.
One that should be lived well.
Where all people are given the opportunity to succeed.
So, we'll stop at nothing to bring clarity, so our employees and our customers are prepared for whatever comes their way.
Our culture is rooted in appreciation for one another, a commitment to growing both personally and professionally and being flexible in how we work and how we work together.
We strive every day to ensure each of our Clarity team members feel valued.
The Clarity family is diverse, passionate, and skilled.
We pride ourselves on promoting from within and working to retain all our valued employees.
When you join our team, you are family!
Job Description:
The Team Leader is responsible for training and preparing call center representatives to respond to customer questions and complaints, troubleshoot problems, address participant escalations with services or products in the Participant Service Center.
In order for the Team Leader to stay engaged with participant call drivers, the Team Leader will also answer phone calls as a part of their responsibilities.
The Team Leader will directly supervise a team of Participant Services Representatives and ensure that agents understand and comply with all call center objectives, performance standards, and policies.
The Team Leader will achieve this by maintaining standards of quality customer service, perform quality monitoring assessments, and document standard operating procedures to improve customer satisfaction.
The Team Leader will be responsible for meeting or exceeding key performance indicators in the Participant Service Center.
Additional Job Responsibilities Supervise a team of participant-facing employees responsible for best-in-class service experience and delivery.
Identify areas for process improvements to maximize the client and team member experience.
Establish and be an advocate for change management to create a culture of continuous improvement for efficiency.
Partner with Client Services to collaborate on enhancing the service experience for clients and their employees.
Work closely with internal departments (Sales, Client Services, IT, and Finance) to ensure client-specific requirements are understood and executed through Service delivery.
Demonstrate the ability to execute the Clarity mission leveraging Technology and Innovation to deliver quality service to our participants.
Challenge the status quo, thinking Simply Smarter by approaching services as efficiently as possible.
Serve as point of escalation to resolve participant issues.
Provide timely action plans and ensure we deliver on commitments made to resolve to build trust.
Collaborate with direct reports to drive their personal and our organization's success; process management including training to enhance participant service representative performance and soft skills.
Identify and apply Key Performance Indicators (KPIs) to measure performance success of each team member.
Process and soft skills coach, train, and mentor staff to meet internal goals and exceed service expectations.
Establish and review regularly Salesforce dashboard reporting to identify clients at risk during implementation and renewals.
Other duties as assigned.
Requirements Education:
Knowledge of business and technology or a closely related field as normally obtained through the completion of a bachelor's degree in a business or technology related major or equivalent demonstrated work experience.
Experience:
Demonstrated ability to motivate teams for performance excellence, effective workflow management, meeting deliverables as normally obtained through a minimum of 3 years' experience in leading teams preferably in the benefit administration industry.
Bilingual Spanish also a plus.
Preferred skills/knowledge:
o Requires excellent people leadership skills.
Exceptional organizational and time management skills, attention to detail, analytical skills, problem resolution and high commitment to client satisfaction are essential.
o Excellent communication skills, written and verbal, professionalism and ability to work with all levels in the organization as well as the client's/broker's/partner's organization are required.
Requires self-confidence and the ability to work independently with minimal supervision and direction.
o Exhibits a positive attitude and demonstration of flexibility in meeting customer needs.
o Knowledge and expertise in or the ability to rapidly learn the Company's products and services is required.
Travel:
Minimal travel is required.
Benefits You'll Enjoy:
As a team member at Clarity Benefit Solutions, you will have access to:
Medical, dental and vision benefits 401(k) with employer match Education Assistance Program Clarity HRA Ready for Life HSA Funding Advance Company-paid Long-Term Disability, Short-Term Disability and Life Insurance Voluntary Life Options Tuition Reimbursement Program $1,200 Defined Contribution Benefit to offset insurance premiums Paid Time Off; includes vacation, personal and sick Salary Description$65,000-75,000/year Job Type:
Full-time Pay:
$65,000.
00 - $75,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Dependent care reimbursement Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Paid training Parental leave Professional development assistance Referral program Retirement plan Tuition reimbursement Vision insurance Weekly schedule:
Monday to Friday No weekends Work setting:
In-person Office Work Location:
In person The Team Leader is responsible for training and preparing call center representatives to respond to customer questions and complaints, troubleshoot problems, address participant escalations with services or products in the Participant Service Center.
In order for the Team Leader to stay engaged with participant call drivers, the Team Leader will also answer phone calls as a part of their responsibilities.
The Team Leader will directly supervise a team of Participant Services Representatives and ensure that agents understand and comply with all call center objectives, performance standards, and policies.
The Team Leader will achieve this by maintaining standards of quality customer service, perform quality monitoring assessments, and document standard operating procedures to improve customer satisfaction.
The Team Leader will be responsible for meeting or exceeding key performance indicators in the Participant Service Center.
Job Type:
Full-time.
Estimated Salary: $20 to $28 per hour based on qualifications.
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