Team Lead, Call Center

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This will be a remote position based out of the Banfield Pet Hospital headquarters in Vancouver, WA.

Salary Range: $67,725 – $70,331 (DOE)

Summary and Qualifications:

Provide leadership, direction, management and mentorship for all quality, training, process and procedures, as well as documentation within the call center and customer service functions of the practice.

The Team Lead facilitates an environment which provides constant improvements to exceptional service, attention to detail and excellent communication with all Central Team Support (CTS) Team, Field Leadership and hospital associates.

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Provide leadership and management in training, quality and process within the Call Center.
• Manage call center performance, workflow, analysis and report generation.
• Continuously pursuing and implementing system and process improvement.
• Partner with IT and WPA Operations to develop, implement and maintain the highest quality and most efficient systems to ensure strong internal controls, appropriate financial reporting and leverage human resources.
• Ensure call center associates deliver exceptional service to internal and external customers (including incoming calls from hospitals and clients, resolution of coordinator problems, removing collections flags in PetWare, etc.).
• Develop effective communication with CTS, Field Leadership and hospital associates.
• Create, direct and execute practice priorities pertaining to call center team development.
• Document calls and resolutions using the HEAT call tracking system, ensuring consistency in service.
• Assist hospital teams with adjustments or Optimum Wellness Plan financial information, finding resolution while providing courteous and professional customer service.
• Educate associates on business standards for Optimum Wellness Plans.
• Accurately updated databases which support field reporting on adjustments, Optimum Wellness Plans, collections, etc.
• Other job duties as assigned.

Special Working Conditions:

• Ability to work at a computer for long periods of time. 
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

Experience, Education and/or Training:

• Bachelor’s degree in Business or Communications is preferred, or the equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.
• Three years of call center management experience are required.
• Ability to train, coach and mentor associates is required.
• Bilingual is preferred.
• Healthcare background (veterinary or human healthcare, pharmaceutical, etc.) is preferred.

What We Offer – The Good Stuff:

• Competitive salary with paid time off & holidays so you can spend time with the people you love
• Medical, dental, and vision insurance for you and your loved ones
• Fertility and family-building assistance
• Paid Parental leave
• Practice Paid Basic Life Insurance
• Practice Paid Short- and Long-Term Disability
• Competitive referral program – join our team, bring your friends, and get paid*
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match
• Commuter Benefits
• Legal Plan
• Health Savings Account & Flexible Spending Account
• Mental health support and resources
• Paid Volunteering
• Optimum Wellness Plans® for up to three pets
• Continuing Education allowance & MED hours for eligible positions
• Student Debt Relief (for full-time DVMs)
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more

Even More Good Stuff:

• Opportunities for growth and leadership roles at Banfield, Mars, and other divisions of Mars
• Health and well-being benefits to support quality of life
• Associate-led equity, inclusion, and diversity groups (we have 7 of them!)
• Awesome opportunities to volunteer through Mars Volunteer Program, like volunteering at coral reef cleanups or on research vessels!
• Terms and conditions apply
• Benefits eligibility is based on employment status

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Banfield Pet Hospital® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. Banfield Pet Hospital is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. Banfield Pet Hospital complies with all applicable federal, state and local laws governing nondiscrimination in employment in every Banfield location.

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