Client Services Team Lead On Demand Team ID-10657
Client Services Team Lead – On Demand Team
Location: Remote in US
Schedule: Monday – Friday, 8:00 am – 5:00 pm Pacific Time
Invitae is dedicated to bringing comprehensive genetic information into mainstream medicine to improve healthcare for billions of people! Our team is driven to make a difference for the patients we serve. We are leading the transformation of the genetics industry, by making clinical-grade genetic information affordable and accessible to guide health decisions across all stages of life.
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We are seeking a Client Services Lead with a passion for providing great service to our patients and healthcare professional clients and internal team members. You have experience leading a team that meets or exceeds service levels and quality metrics. You are comfortable working with many different functions (sales, operations, billing, engineering and lab teams) in order to serve our clients needs.
What you’ll do:
- Manage a team of client services specialists whose primary focus is to answer inbound calls and chats, optimizing workload across the team to maximize efficiency and meet performance metrics
- Use data and analytics to regularly monitor and drive improvement in key performance metrics for the region
- Work with department leads to translate broader company goals into clear objectives for the regional team; ensures company processes and policies are rolled out and implemented within the regional team
- Provide one-on-one coaching and feedback to teammates in order to ensure the highest quality customer experience across multiple client communication channels
- Collaborate with internal teammates to align on policies, process changes, and account management strategies intended to deepen customer relationships with Invitae
- Foster a mindset of continuous improvements to enhance team performance and client satisfaction, including making system improvement recommendations for the team and sharing best practices.
What you bring:
- High School Diploma or equivalent
- 2+ years leading a team in a customer facing role and/or 5+ years experience working in a client-facing, customer service role
- Demonstrable experience leading customer service team members in a customer-obsessed environment.
- Skilled in coaching and mentoring teammates with a demonstrated track record of developing team members to take on additional responsibilities or new roles.
- Specific experience with call center management and associated software tools, e.g., chat, workforce management, case queue management.
- Must be able to travel 2-3 times per year for required CS Training
Preferred skills:
- Exceptional oral and written communication skills
- High attention to detail
- Experience in customer service management in a laboratory, healthcare, biotech, and/or life sciences industries preferred
- Preferred understanding of genetics and/or health care
- Can problem-solve and exercise critical thinking
- Understands operational logistics in servicing International clients and patients alike
- Excellent planning, organizational and time management skills; comfortable leading a team in a rapidly-scaling company where priorities, projects and policies may shift quickly
Please apply even if you don’t meet all of the “What you bring†requirements noted. It’s rare that someone checks every single item, it’s ok, we encourage you to apply anyways.
