Team Lead, Customer Care locations Remote time type Full time job requisition id R12491 Job Summary: The Team Lead, Customer Care is responsible for leading and directing their team to ensure goals, regulatory, compliance, and department standards are met. Essential Functions: - Conduct regularly scheduled coaching conversations; listening and providing feedback for improved performance, and when applicable, create performance improvement plans - Properly document coaching and development conversations in HR system - Complete performance appraisals; write appropriate corrective actions, when needed - Conduct monthly team meetings and huddles to inform, drive, and foster an environment of team building and allow for ongoing communications - Analyze and leverage data to make recommendations, decisions and improve team performance - Monitor key operational performance indicators on a daily, weekly, monthly basis to identify key trends and develop action plans that address opportunities - Identify processes, tools, systems, and behaviors that cause negative impact on efficiency and customer service results, leading to continuous improvement solutions - Build positive relationships and interactions with internal peers, leaders, and cross functional partners through strong follow through and communication - Promote positive change management - Facilitate timely resolution of member, provider, corporate, compliance, and any other tasks requiring deadlines - Implement, enforce, and support company and departmental policies and procedures - Maintain a deep understanding and stay informed on business, new product, tools, processes, etc - Monitor and evaluate calls for quality, compliance, efficiency, and customer satisfaction purposes; actively participate in the internal quality program - Conduct interviews and evaluate candidates for hiring purposes - Performs any other job related duties as requested Education and Experience: - High School or GED required - Associates preferred - Three (3) years of customer service experience, to include a minimum of one (1) year in a call center environment required - One (1) year of outbound call center experience preferred - Previous supervisory/leadership experience in a call center environment is strongly preferred Competencies, Knowledge and Skills: - Intermediate proficiency level in MS Word, Excel and PowerPoint - Ability to communicate verbally and in written form with a variety of levels within organization - Ability to work independently and within a team environment - Familiarity of the healthcare field and knowledge of Medicaid or Medicare is preferred - Attention to detail - Critical listening and thinking skills - Coaching and development skills - Strategic management skills - Proper grammar usage - Time management skills - Conflict resolution skills - Customer service oriented - Leadership experience and skills - Critical listening and thinking skills - Decision making/problem solving skills Licensure and Certification: - None required Working Conditions: - General office environment; may be required to sit or stand for extended periods of time - Travel is not typically required Compensation Range: $54,500.00 - $87,300.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package. Compensation Type (hourly/salary): Salary Organization Level Competencies - Fostering a Collaborative Workplace Culture - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds. #LI-KM1

• Answering inbound telephone calls and providing excellent customer support • Responding to customer questions and comments via phone, email, Live Chat, and SMS • Responsible for researching and resolving complaints • Follow up on all written correspondence and escalate to customer service managers as necessary • Coordinate and follow up with other departments to ensure problem resolution

About the company Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.  Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.  Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.    Experience our side of life. For more information, visit www.side.inc.  About the role Side is looking for a Full-Time German Player Support Advocate. As a Player Support Advocate, you’ll represent our brand by delivering top-tier support to gamers and loyal customers. We’re looking for someone passionate about customer service, calm under pressure, technically inclined, and proactive with a positive "can-do" attitude. Working in a global, multilingual environment, your goal will be to ensure a seamless and positive customer experience. We provide full training and ongoing support, with clear career progression opportunities, including Tier 2 Advocate, Language Specialist, Coach, Team Manager, Subject Matter Expert, or even Game Master! Key Responsibilities - Ensuring customers' queries are answered with the aim of a first-time resolution and ensuring that all responses are provided with excellent attention to detail, care, and professionalism. - Ensuring queries are responded to within our agreed response times and that all customer communications are dealt with to provide solutions as a priority whilst protecting confidentiality. - Resolving all technical issues raised by customers, particularly via live chat, by carrying out fault finding analysis and offering appropriate solutions that resolve the customers issue. Although the majority of the role is based on non-voice communications, you will be trained and expected to communicate with customers via telephone (call backs for example). - You will communicate effectively while working within a dynamic team structure with individual and shared team objectives, as it is your responsibility as a team member to ensure the best customer care experience is given to all customers. - Maintaining a world class, dedicated service, focused on exceptional responses and excellent, outstanding quality. - Working with your colleagues across the wider global customer community to identify any trends in any customer queries. - Although you may be working anywhere in the World, all candidates will generally work UK hours and shift patterns. Requirements - No experience required. We will train you to succeed to the role. - Fluency in German & conversational in English - Strong attention to detail, communication, and computer skills. - Self-motivated, proactive, and collaborative in a multilingual team. - Logical, methodical thinking with problem-solving skills. - Patience, perseverance, and high concentration levels. - Experience with PC/console gaming is a plus. - Comfortable discussing technical issues related to gaming hardware. - IT literacy, tech-savviness, or experience in Customer Service/Technical Support is beneficial (training provided). - Ability to multitask across chats, emails, and minimal calls while maintaining accuracy. - Passion for helping and delivering the best customer experience. What we offer: - You will be working for the pre-eminent global provider of specialist services to the games industry and provided with full training and the opportunity to work on some of the biggest game clients, titles, projects, and tech in the world. - Attractive remuneration, holidays, regular team competitions with great prizes; and inclusion into an extensive social calendar. Our environments thrive with collaborative team-work with people from all around the world, different nationalities, and languages. - A supportive community inclusive of LGBTQ+, and any age, ethnicity, religion, or disability. We care about the wellbeing of our employees and have a dedicated employee wellbeing programme. We empower our people and offer regular progression opportunities to ensure our employees flourish. - Remote/Homeworking with flexible working schedules, a fun environment, and a relaxing culture, including the opportunity to work with the leading technology and creative minds in the world. - Learn as you work and be part of something real that changes the face of gaming - forever - Working with a global multi-lingual workforce with superb training and promotion and progression opportunities.

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence! Overview The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. Additionally, this position will be responsible for responding to alerts from servers, applications, and network and assigning to appropriate support personnel. Responsibilities - The Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The position’s schedule is Sunday through Thursday, 11:00 PM to 8AM US Eastern Time (assumes one hour of breaks and eight hours of working time). Please note that the position requires work on India and USA holidays. - Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully. - Monitor and respond to multiple channels of customer communication including chat, email, and phone. - Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues. - Support the following types of calls, questions, or tickets (not all-inclusive): - IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS, Virtual Desktop Instances) - IT Infrastructure (ex. telephones, network/internet connectivity) - Customer and End User Service Requests (ex. password resets, VPN token resets, service questions, external customer incident reporting.) - Application Troubleshooting - Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity. - Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested. - Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates. - Support/Perform Project Tasks, Requirements and other Operations deliverables, as requested. - Learn and understand all provided training materials associated with the industry, application, customer service, and related processes/procedure. - Gain a thorough understanding of internal processes and assist as needed Qualifications Job Qualifications: - A passion for customer service and satisfaction and wanting to have a positive impact on your teammates. - Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position. - Familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology. - Microsoft Office troubleshooting skills and Desktop support experience. - Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence. - Initiative, critical thinking and good follow-through. - Being a self-starter and an excellent team player. If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about! TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.