<span>Customer Care Team Lead (Administrator I)</span>

$60,987 - $77,868/Yr

State of Maryland - Baltimore, MD

Full-time - Mid Level

Remote - Baltimore, MD

Executive, Legislative, and Other General Government Support

About the position

The Customer Care Team Lead plays a crucial role in overseeing the customer care team for Maryland's Family and Medical Leave Insurance (FAMLI) program. This position is responsible for ensuring high-quality customer interactions, managing day-to-day operations, and supporting team development efforts. The Team Lead will work closely with a Customer Care Supervisor to lead a team of Customer Care Agents and Specialists, providing essential support to employers and workers seeking assistance with FAMLI benefits and inquiries.

Responsibilities

• Maintain high customer service standards by supporting employers and workers across the scope of FAMLI services.
• Lead a team of 6 Customer Care Agents and 1 Specialist by monitoring performance and providing constructive feedback.
• Monitor the case queue and allocate tasks among team members.
• Foster a positive and collaborative team environment, motivating team members to achieve performance targets.
• Support the team in resolving customer issues in a timely manner.
• Monitor customer satisfaction levels and develop initiatives to improve them.
• Identify skill gaps within the team and recommend appropriate training.
• Coach and mentor existing and new employees, supporting their training and onboarding process.
• Assist in conducting performance evaluations in collaboration with the Customer Care Supervisor.
• Provide guidance during critical incidents or emergencies.
• Drive continuous improvement within the team.
• Coordinate team meetings, workshops, and training sessions for ongoing learning.
• Handle complex inquiries from claimants and employers, escalating issues as necessary.
• Oversee various communication channels to ensure consistent service quality.
• Document customer inquiries and feedback in the CRM System.
• Monitor and analyze customer service data to identify trends and recommend improvements.
• Collaborate with management to streamline workflows and ensure data accuracy.
• Adhere to data protection and privacy policies when handling customer information.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Four years of administrative staff or professional work experience.

Nice-to-haves

• 4 years of experience in customer service or contact center operations.
• Proficiency in using customer service software, including at least 3 years of experience with Salesforce.
• Experience in determining program eligibility.
• Bachelor's degree in a related field such as Public Administration, Business Administration, or Customer Service.
• Strong communication, interpersonal, and listening skills.

Benefits

• Flexible hours and hybrid teleworking
• Paid holidays (12-13 per year)
• Generous paid leave package (annual, sick, personal, and compensatory leave)
• State Pension (defined benefit plan)
• Tax-deferred supplemental retirement savings plans (401(k) and 457)
• Comprehensive, subsidized health, dental, and prescription plans with little to no deductibles
• Flexible Spending Account plans for Health Care and Daycare
• State Employees Credit Union