Acelity Careers

Customer Support Team Lead

San Antonio, United States of America
Customer Administration

Job Description

This position is responsible for providing leadership and support to the Customer Technical Service and Regional Dispatch teams while also performing those same tasks associated with the positions.  The individual in this position assists with problems and with inbound calls during high call volume periods with a high level of accuracy, performance and efficiency.  Responsibilities also include assisting the supervisor with training and coaching team members to achieve individual scorecard goals and providing input and performance feedback.  In the absence of the Supervisor, the individual in this position serves as the designee and assumes the associated responsibilities.

  • Provides timely quality customer service and accurate team member assistance
  • Supports CTS and Dispatch to ensure daily meeting of  Average Speed of Answer (ASA) and Service Level goals
  • Provides support on call-related issues
  • Provides leadership and direction on operational issues to ensure accurate and timely customer response
  • Identifies and communicates system access barriers and initiates resolution through local sources or the I.T. Help Desk
  • Coordinates and initiates regular one-on-one training and daily communication with team members
  • Schedules call recordings and assists supervisor with monitoring and reviewing team member results using quality call coaching program to meet monthly volume requirements
  • Processes incoming calls as required during high volume periods to meet department service levels
  • Resolves escalated and more complex customer and service issues
  • Assist with problem resolution and ensure work is performed accurately, and in accordance with department Standard Operating Procedures, HIPAA, and regulatory guidelines.
  • Assists supervisor in monitoring schedule adherence and other related activities
  • Monitors Verint to ensure teams are assigned appropriately and achieving optimal performance
  • Provides supervisor with input for Monthly Scorecard Reviews and performance appraisals as appropriate
  • Escalates team member issues/disatisfiers to immediate supervisor for resolution
  • Facilitates team meetings as needed
  • Providess back- up assistance regarding process and procedures when supervisor is not available
  • Responsible for training of newly hired team members
  • Participate in any and all reasonable work activities as assigned and deemed appropriate by management

Minimum Qualifications:

  • Type 30 wpm
  • 10-key skills
  • Flexibility in work shift to meet department needs

Preferred Qualifications:

  • Experience with administrative KCI service or a home health agency
  • Experience with Genesis/HERO 


  • High School Diploma or equivalent. 
The information listed above is not a comprehensive list of all duties/responsibilities performed. This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. Any physical and mental requirements described in this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EOE AA M/F/Vet/Disability: Acelity L.P. Inc. and its subsidiaries are an equal opportunity and affirmative action employer and give consideration for employment to qualified applicants without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, disability, veteran status, or genetic information or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please click here: VEVRAA Federal Contractor