Logo PillPack, LLC

CUSTOMER CARE TEAM LEAD

About the Employer | https://www.pillpack.com/
Annual Salary

Job Description

Bachelor’s Degree or 2+ years experience
People management skills
Excellent communication skills, both verbally and in writing
Must be open to varying shifts dependent on business needs (this includes but is not limited to nights, weekends, and holidays)
Ability to maintain the confidentiality of customer, employee, and business information
Display an exceptional work ethic, strong interpersonal skills, adherence to company policies, and a commitment to providing excellent customer service
Proven analytical and problem-solving skills
Ability to thrive in a fast-paced work environment and adjust focus as needed
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.

Job summary
As a Customer Care Team Leader, you will play an essential role in striving to be the earth’s best employer. To get there, we need exceptionally talented, detail-oriented, and driven people. A Team Leader sets the vision and culture of their team by communicating expectations and setting goals on an individual and team basis. A Team Leader will also maintain focus on improving the customer experience by identifying customer-facing issues and implementing dynamic solutions to them.

This position is a 40-hour, salaried role. We are looking for someone who is flexible with their schedule as it may change based on business and employee needs.

Key job responsibilities

Lead and develop a team of associates; responsible for the overall evaluation and adaptation of performance, shift adherence, productivity, and quality of your team
Develop your team to achieve performance goals/objectives in line with the network-wide vision
Identify and eliminate any barriers to the performance, productivity, and quality of your team
Deliver performance, attendance, and conduct conversations in accordance with Amazon’s policies if expectations are not met
Assume any direct report job responsibilities as needed to meet our SLA and performance goals including customer escalations
Intra-day management of Service Level Agreements (SLA) and metrics surrounding quality, customer experience, call handle time, and other business Key Performance Indicators (KPI)
Identify any issues with customer or agent facing processes and implement solutions
Help lead engagement activities across your organization
Mentor new managers and employees with high growth potential
Additional responsibilities include: conducting interviews, training, and motivating employees; planning, assigning, and directing work; recognizing and administering rewards for associates

Experience with Google Suite and Microsoft Office Suite

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does 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 https://www.amazon.jobs/en/disability/us.

Location

Employee Ratings PillPack, LLC

  • Based on full-time and part-time employees only, with 41 reviewers

    Overall Rating

    Career Opportunities
    Compensation & Benefits
    Work-life balance
    Senior Management
    Culture & Values
    CEO Approval
    Recommend to a friend

    They do business with integrity and rational thinking. Overall, it's an excellent place to work, with products that are winning in the marketplace.

Reviews

  • Love it here! Quality Specialist

    2022-05-23 13:00:00.963

    Permanently work from home Great benefits Help you get certified as a pharmacy technician Company that cares about your career growth/development

    Cannot work from anywhere because of pharmacy laws