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Associate Director/Director, Member Support

Company: SecureSeniorConnections
Location: Hartford
Posted on: November 18, 2021

Job Description:

Associate Director/Director, Member SupportLocation: Remote role - ideally based in Northeast Region (NY, NJ, CT, MA, RI, NH). Will consider FL and GA as well.
The Associate Director/Director of Tier 1 Member Support is responsible for building out and managing a Tier 1 member support function dedicated to working with older adults and seniors located across the United States. The Member Support function is inclusive of an in-house support function and an overflow vendor. Our ideal candidate is someone who is interested in a human centered approach to customer service/member support that drives engagement v. a "scripted" approach, who has experience managing and motivating a remote team of agents, and managing an external vendor for overflow capacity. At this point we are unable to sponsor visas.
About SecureSeniorConnections---:More than 15 million U.S. seniors struggle with loneliness and social isolation. That stress often triggers physical illnesses that have a $60 billion impact on healthcare for seniors. SecureSeniorConnections--- was founded to give nearly 50 million older adults a chance to thrive emotionally and physically - and to help those in healthcare better serve them.
SecureSeniorConnections--- is a digital platform, founded by a group of healthcare, insurance, and technology experts and infused with science-backed data. The end result? A community of members that are sponsored and validated by providers and driven by purpose, meaningful activities, and shared interests.
We start with a safe, secure environment. We work with partners committed to empowering seniors. Then, together, we make a difference. You can learn more at www.secureseniorgroup.com.
Key Responsibilities:

  • Practicing and teaching customer service, in a unique human-centered and empathetic way- while balancing productivity metrics - for a fully remote Tier 1 member support team (
  • Collaborating with VP of Operations to build out Tier 1 member support function and supporting VP in overseeing the operations and budget
  • Building new SLA's, new processes and best practices for a contact center and/or continually improving upon existing ones
  • Supervising all tasks involved in running a 24/7 contact center (calls and emails) by actively monitoring and managing performance / productivity / staffing levels of dedicated remote agents during business hours
  • Managing outsourced overflow/weekend tickets (particularly during peak activation/enrollment times)
  • Training of new agents and active coaching/management of onboarded agents to provide high-quality member support (basic technical support/troubleshooting, enrollment/activation, engagement opportunities)
  • Collaborating with Tier 2 Member Support to escalate issues to appropriate team (e.g. bugs)
  • Supporting VP of Operations in sharing the voice of the member with product and engineering organization
    What You Bring to the Table:
    • -5+ years of call center/contact center/customer service management experience, with additional years of hands-on customer service or experience with customers
    • Proficient with MS Office or Google Workspace. Familiarity with the implementation of a ticketing platform (e.g. Zendesk, Freshdesk, etc.) and call/email routing setup
    • Strong ability to manage remote productivity levels and quality of customer service function, and deep dive into analysis to guide those decisions
    • Demonstrated positive, mentoring style of leadership and ability to create a culture virtually
    • Excellent conflict management skills for the purpose of resolving escalated employee and member complaint issues
    • Experience with seniors/older adults and technology a plus
      This Job is Right for You If:
      • You do NOT want to run a "typical call center" with a minute by minute mentality that simply answers the question asked in a scripted manner, but instead want to focus on driving member engagement/experience
      • You're passionate about the mission of reducing loneliness and/or social isolation with seniors/older adults, and you care about building a team environment that is positive and motivating to support our senior population
        This position is open to direct applicants only. SecureSeniorConnections--- is not accepting unsolicited resumes or contact from staffing agencies and/or recruiters.
        EEO StatementSecureSeniorConnections---, LLC is an equal opportunity employer, dedicated to a policy of non-discrimination. The Company does not discriminate in hiring, recruiting or employment on the basis of age, sex, color, race, creed, national origin, religion, marital status, gender, sexual orientation, veteran status, ancestry, alienage, political belief, disability or handicap, familial status, atypical hereditary cellular or blood trait, genetic information, or any other characteristic protected by applicable federal, state or local laws. SecureSeniorConnections---, LLC also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws. SecureSeniorConnections---, LLC intends to employ only individuals who are lawfully authorized to work in the United States.

        Pre-Employment Notice:
        A drug-free and alcohol-free workplace is vital to SecureSeniorConnections---, workplace safety, the quality of our services, and the productivity of our employees. All applicants are required to undergo testing for illegal drugs in accordance with laws specific to the prospective employees' residence following a conditional offer of employment.

Keywords: SecureSeniorConnections, Hartford , Associate Director/Director, Member Support, Executive , Hartford, Connecticut

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