Lead, Member Support

About the role

SmithRx is looking for a motivated supervisor to help manage a team of call center agents. This role is pivotal in driving daily performance of the call center by tracking attendance, reducing shrink, and delivering exceptional member experiences. Your primary focus will be the coaching and mentoring of your team as well as drive performance through the measurement of key performance indicators.

Responsibilities

• Manages and oversees a team of call center agents
• Motivates agent growth and performance through weekly coaching interactions
• Answer and support agent questions and escalations
• Execute daily performance deliverables
• Drive quality member experiences by listening and monitoring agent interactions
• Track agent attendance to drive consistent capacity
• Assist with onboarding process
• Assist members by taking calls/chats during times of peak volume

Requirements

• 5+ years of call center experience with progression through elevated roles
• 2+ years of experience leading call center agents OR supporting agents in an elevated agent role
• Expert customer service skills and aptitude
• Strong problem solving skills
• Adept at organizing tasks and workload
• Strong verbal and written communication skills
• Passion for providing world class member experiences
• Experience working with various omnichannel and CRM software
• Positive attitude
• Ability to be flexible in a fast paced startup environment
• Tactical decision making ability
• H.S. diploma or equivalent

Benefits

• Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
• Flexible Spending Benefits
• 401(k) Retirement Savings Program
• Short-term and long-term disability
• Discretionary Paid Time Off
• Paid Company Holidays
• Wellness Benefits
• Commuter Benefits
• Paid Parental Leave benefits
• Employee Assistance Program (EAP)
• Well-stocked kitchen in office locations
• Professional development and training opportunities

Pay

Base Salary: $54,000 - $63,500 USD

Compensation & Benefits: In addition to base pay, this role may be eligible for bonuses, commissions, or equity. SmithRx offers a variety of benefits to help you live well, including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance and 401(k). Individual offers are tailored to your geography, experience, skills, and education.