Assistant Manager Concierge

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

About the Role

The Assistant Manager Concierge oversees a team of healthcare concierge members, guiding them to become experts in drug and healthcare services. This role involves managing daily operations, including coaching, monitoring productivity, and addressing escalated concerns. The team lead ensures exceptional service to clients by coordinating drug and occupational health programs, supporting candidates, and tracking key performance indicators related to productivity, quality, and team morale. Effective communication with internal and external teams is essential to maintaining a smooth client experience.

Responsibilities

• Provide ongoing training and support to the Concierge Team on work processes and SOPs.
• Continuously monitor team productivity and quality to ensure client satisfaction.
• Address team inquiries and offer guidance, coaching, and feedback as needed.
• Escalate issues or concerns to the Concierge Operations Manager for resolution.
• Regularly update and refine procedures and protocols to improve efficiency.
• Onboard and integrate new team members, ensuring they understand team processes and expectations.
• Deliver exceptional customer service, ensuring a seamless experience for clients.
• Foster a positive team environment by leading with integrity and setting a strong example.
• Track and manage team performance, ensuring goals and KPIs are consistently met.

Requirements

• Associate Degree or equivalent work experience; Bachelor’s Degree preferred
• Proven experience in supervising and motivating a team to achieve performance goals
• Familiarity with healthcare services and understanding of client needs
• Experience in customer service or call-center environments is a plus
• Comfortable with technology; proficient in navigating operating systems, internet, Excel, and software applications
• Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality
• Proficient in Microsoft Office Suite, internet searches, and database lookups
• Able to manage multiple priorities effectively with strong organizational skills and attention to deadlines
• Capable of following company and customer-specific directions while working autonomously
• Energetic, self-motivated, and detail-oriented with a strong work ethic
• Collaborative team player, comfortable working with diverse teams, both locally and remotely
• Willingness to work overtime as needed to meet team and client needs

Qualifications

• Experience providing exceptional client support and service
• Proficient in reading, writing, and speaking English
• Punctual and dependable, with a strong commitment to meeting job expectations

Skills

• Effective communication
• Team management
• Customer service
• Productivity monitoring
• Training and coaching

Benefits

• Ability to work remotely with occasional business travel
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Tech and growth opportunities
• Leverage from experienced leaders

Pay

The salary range for this position is approximately $50-56K annually.

Schedule

This is a fully remote position (Work from Home), must be based and authorized to work in the United States.