Customer Care Team Lead
About the Company
For over 40 years, LifeFone has given people immediate access to compassionate, specially trained Emergency Care Specialists, 24/7. At the push of a button, we help subscribers stay independent and live with confidence, and we're highly recommended by hospitals, home health providers, and geriatric care managers across North America.
About the Role
We're looking for someone patient, clear, and genuinely invested in helping people, and ready to help a team of reps do the same. You'll split your time between handling member calls yourself and supporting the reps around you: fielding escalations, answering questions, and keeping the team sharp day to day.
Must be a permanent NY resident. Must be legally authorized to work in the U.S. without current or future sponsorship.
Responsibilities
- Handle inbound calls from members and caregivers regarding orders, devices, billing, and account services.
- Serve as the first point of escalation for calls reps can't resolve - calmly de-escalate, dig into the root issue, and find real solutions.
- Answer day-to-day questions from reps on products, plans, billing practices, and systems.
- Help onboard and train new reps, and coach existing reps on call quality and documentation.
- Spot-check account updates and call documentation for accuracy and completeness.
- Represent the LifeFone brand with warmth and professionalism; identify opportunities to introduce members to services that fit their needs.
- Flag recurring issues, training gaps, or trends to the Customer Care Manager/Director.
- Help the team stay on track toward individual and team performance goals.
Qualifications
- 3+ years in a call center or member/customer-facing role, with some experience mentoring or informally leading others, preferred
- High school diploma required; associate's or bachelor's degree a plus
- Comfortable multitasking across systems while staying present with the caller
- Strong active listening skills and a knack for helping others improve theirs
- Organized, dependable, clear communicator
- Must have the ability to work flexible schedule and accommodate weekends (as needed).
Compensation & Benefits
- Health, Dental & Vision
- Paid Time Off & Holidays
- 401(k)
Equal Opportunity Statement
LifeFone is an equal opportunity employer and does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected status.