Team Lead, Customer Service

Vantive is a vital organ therapy company on a mission to extend lives and expand possibilities for patients and care teams everywhere. For 70 years, our team has driven meaningful innovations in kidney care. As we build on our legacy, we are deepening our commitment to elevating the dialysis experience through digital solutions and advanced services, while looking beyond kidney care and investing in transforming vital organ therapies. Greater flexibility and efficiency in therapy administration for care teams, and longer, fuller lives for patients- that is what Vantive aspires to deliver.

We believe Vantive will not only build our leadership in the kidney care space, it will also offer meaningful work to those who join us. At Vantive, you will become part of a community of people who are focused, courageous and don't settle for the mediocre. Each of us is driven to help improve patients' lives worldwide. Join us in advancing our mission to extend lives and expand possibilities.

Your Role:

In this role, you will serve as the escalation point for customer service reps to resolve complex issues and maintain good customer relations. You will develop policies, provide training, and support workflow organization to ensure efficient service delivery and process improvements.

What you'll be doing:

• Escalation point for customer service reps to resolve problems requiring special handling or those not able to be resolved at front-line level. Contact parties involved and take necessary action to resolve problems with internal departments 3PL, and vendors. Take proactive steps as appropriate.

• Ensures good customer relations are maintained.

• Updates and develops policies and internal processes

• May provide coaching, training, new hire phase-in, and day-to-day activity to peers or other department employees

• Assists in organizing the workflow of the workgroups to provide the most effective and efficient service in accordance with established policies and procedures

• Participates in special projects as assigned

• May determine standard work, new methods, and procedures on assignments

• Actively participate in identifying process improvements that drive efficiency within the customer service organization

• Support the development of teaching and driving lean principles and philosophy across the organization

• Assist in daily customer service operational activities as needed; may include taking calls and working office support team tasks

What you'll bring:

• Associate Degree or equivalent related experience required

• Certified Pharmacy Technician required

• 1 or 2 years of supervisory experience in a call center environment

• Strong customer-facing, interpersonal, and communication skills required

• Advanced internet/intranet skills and strong knowledge of Excel, PowerPoint and Word

• Must have exceptional follow-through with assigned tasks, have excellent multi-tasking skills, be self-motivated and customer service oriented.

• Ability to complete tasks with minimal direction from manager and/or supervisor

• Must be able to proactively improve processes, initiate projects, and implement change

• Possess strong presentation/teaching skills

• Willing to participate in a team approach displaying flexibility as situations demand

• Able to effectively lead a team and facilitate discussions, and drive decisions so that team objectives can be met

• Capable of organizing a wide variety of materials and information in a manner that is intuitive and user-friendly

Nice to have:

• Bachelor's Degree preferred

We understand compensation is an important factor as you consider the next step in your career. At Vantive, we are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices. The estimated base salary for this position is $46,400 to $58,000 annually. The estimated range is meant to reflect an anticipated salary range for the position. We may pay more or less than of the anticipated range based upon market data and other factors, all of which are subject to change. Individual pay is based on upon location, skills and expertise, experience, and other relevant factors. This position may also be eligible for discretionary bonuses. For questions about this, our pay philosophy, and available benefits, please speak to the recruiter if you decide to apply and are selected for an interview.

US Benefits at Vantive

This is where your well-being matters. Vantive offers comprehensive compensation and benefits packages for eligible roles. Our health and well-being benefits include medical, dental and vision coverage that start on day one, as well as insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance. Financial and retirement benefits include the Aon Pooled Employer Plan ("Aon PEP"), Vantive's 401(k) retirement savings plan, to help you prepare for your future. The Aon PEP is designed to help improve retirement outcomes by providing retirement resources more efficiently. The plan offers a robust set of investment options, financial education, and a suite of resources to support your retirement goals.

We also offer Flexible Spending Accounts, educational assistance programs, and time-off benefits such as paid holidays, paid time off ranging from 20 to 35 days based on length of service, family and medical leaves of absence, and paid parental leave. Additional benefits include commuting benefits, the Employee Discount Program, the Employee Assistance Program (EAP), and childcare benefits. Join us and enjoy the competitive compensation and benefits we offer to our employees.For additional information regarding Vantive's US Benefits, please speak with your recruiter or visit our Benefits site: Benefits | Vantive

Equal Employment Opportunity

Vantive is an equal opportunity employer. Vantive 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.

Know Your Rights: Workplace Discrimination is Illegal

Reasonable Accommodation

Vantive is committed to working with and providing reasonable accommodations to individuals with disabilities globally. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please click on the link here and let us know the nature of your request along with your contact information. Form Link

Recruitment Fraud Notice

Vantive has discovered incidents of employment scams, where fraudulent parties pose as Vantive employees, recruiters, or other agents, and engage with online job seekers in an attempt to steal personal and/or financial information. To learn how you can protect yourself, review our Recruitment Fraud Notice.