Customer Support Lead Representative Harmony Information Systems
THIS JOB HAS EXPIRED
Primary Responsibilities:Supervise a team of customer service representatives to include performance coaching, product training, performance tracking, reporting, and quality assurance.
Achieve clearly defined productivity goals
Communicate and manage expectations for work adherence and compliance, work quality and service level achievement by utilizing various reports and other call center technologies
Provide consistent coaching and feedback on employee performance that ensures high levels of customer service
Facilitate positive employee relations by fostering an environment of open communication, approachability, leadership credibility and fair, consistent treatment of employees,
Support team members in problem solving to attain first call resolution.
Provide guidance and/or help to customer service representatives in resolution of difficult customer questions/issues
Ensure achievement of all system, team and individual Customer Care goals and standards.
Responsible for administrative aspects including but not limited to reporting, shift schedules, schedule adherence, etc.
Provide front-line customer support has needed
Develop application subject matter expertise quickly and with little supervision or formal training
Key Competencies:
Project Leadership - conduct self in professional manner while leading the team success
Change/Improvement - Coaching and developing team members, identifying strengths and opportunities, developing resolutions and identifying training needs
Customer Focus - Addresses unresolved customer concerns and encourages a "customer first" approach to problem resolution. Takes escalated calls and assists when call or ticket volume is high.
Harmony Social Services provides equal opportunity in employment to all employees and applicants for employment. No person will be discriminated against in employment because of race, religion, color, sex, age, national origin, disability, military status, or any other characteristic protected by applicable federal or state law. HarmonyIS is a drug-free workplace. Employment is contingent on results of a criminal background investigation. Harmony uses e-Verify to confirm work status.
| Location: | 25 New England Dr Essex Junction, VT 05452 United States |
|---|---|
| Full Time | |
| Customer Service / Technical Support | |
| IT customer support |
THIS JOB HAS EXPIRED
Harmony Information Systems
Founded in 1999, Harmony Information Systems is the leader in integrated health and human services management, providing comprehensive solutions that enable organizations to manage growing consumer caseloads with existing resources.
Shipping Product Investors: JMI Equity, Updata Partners
All Jobs: at Harmony Information Systems
| Web Site: | www.harmonyis.com |
|---|---|
| Headquarters: | 12120 Sunset Hills Road Suite 500 Reston, VA 20190 United States |
| Employees: | 41-100 |
| Year Founded: | 1999 |
| Industry: | Software |
| Harmony Information Systems, the leader in integrated health and human services management, provides comprehensive solutions that enable organizations to manage growing consumer caseloads with existing resources. Our end-to-end solutions manage the delivery of care for elders and intellectually disabled persons, enabling organizations to maximize outcomes while increasing service delivery efficiency, ensuring compliance with funding requirements, and automating Medicaid waiver processes. Harmony products are used by more than 900 state, local, and private provider human service organizations to manage both traditional and consumer-directed models of service. We are a profitable venture-capital backed company with an experienced management team and we are looking for high performing individuals who share our passion to deliver superior products, mission critical solutions and an amazing customer experience. |
