Customer Care Team Lead – Pharmacy Operations at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join the Pharmacy Customer Care team at blithequark, a pioneering force in the future of pharmacy. As a Customer Care Team Lead, you will play a pivotal role in shaping the vision and culture of your team, driving performance excellence, and fostering a culture of ownership and engagement.

What You'll Achieve

As a Customer Care Team Lead at blithequark, you will be responsible for leading and developing a high-performing team of associates, driving customer satisfaction, and identifying customer-impacting issues to implement dynamic solutions. Your key responsibilities will include:

• Leading and developing a team of associates, responsible for overall performance management, coordination, and evaluation
• Developing and achieving performance goals and objectives in line with the network-wide vision and goals
• Carrying out supervisory responsibilities in accordance with blithequark's policies and procedures, including interviewing, training, planning, and assigning work, reviewing employee performance, and conflict resolution
• Mentoring new managers and employees with high growth potential
• Developing and achieving performance goals for individuals and teams
• Communicating policies to associates as the primary information source for staff
• Leading engagement activities across your site
• Managing Service Level Agreements (SLA) and metrics surrounding quality, customer experience, customer satisfaction, and other necessary Key Performance Indicators (KPI)
• Troubleshooting issues relating to process affecting SLAs compliance
• Assuming direct report job responsibilities as needed to meet performance goals and ensure SLAs are met
• Responsible for quality and productivity of assigned team
• Identifying customer issues, building, and implementing solutions to include process improvements
• Driving process improvement and continuous improvement culture through 'kaizen' and lean projects
• Identifying and eliminating barriers to accuracy, productivity, and quality
• Additional responsibilities include interviewing, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates

What We're Looking For

To succeed in this role, you will need:

• A Bachelor's Degree or 2+ years of experience in a related field
• The ability to work varying shifts, including nights, weekends, and holidays, as needed
• Experience with Microsoft Office Suite and Google Suite
• Proof of full vaccination against COVID-19 for positions based in New York State, Washington State, and other jurisdictions as required by, and subject to, applicable law

Preferred Qualifications

While not required, we prefer candidates with:

• A positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service
• Passionate problem-solving skills
• The ability to thrive in a fast-paced work environment and adjust focus as needed
• Experience managing Sales/Customer Service teams, preferably in a contact center environment
• Strong communication skills across all mediums and excellent attention to detail
• The ability to maintain confidentiality
• An enthusiastic leadership style that motivates and drives others
• Experience with Slack

Why Join blithequark?

At blithequark, we are committed to building a diverse and inclusive workplace where everyone has the opportunity to grow and thrive. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit our website.

What We Offer

As a Customer Care Team Lead at blithequark, you can expect:

• A competitive salary and benefits package
• Opportunities for career growth and professional development
• A dynamic and supportive work environment
• A chance to make a real impact on the future of pharmacy
• A commitment to diversity, equity, and inclusion

How to Apply

If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

Join the blithequark Team

At blithequark, we are dedicated to building a team of talented and passionate individuals who share our vision for the future of pharmacy. If you are ready to take your career to the next level and make a real impact, we encourage you to apply for this exciting opportunity. Apply for this job