Team Lead of Customer Onboarding at ESO
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How You’ll Support Our Mission
The Healthcare Onboarding Team Lead is an enthusiastic seasoned professional, who is self-driven and results-orientated. You will be responsible for the day-to-day success of a select team of coordinators and administrators. The position is primarily responsible for all facets of day-to-day duties, ultimately ensuring that each customer interaction exceeds customer expectations and implementation projects stay on course to completion. The Lead will be responsible for reporting and managing metrics for their team. The right candidate for this role loves delivering value and supporting customers on the front lines and behind the scenes!
Reporting to the Healthcare Onboarding Manager you will be part of our Training & Implementation team based in our Austin, Texas office.
What You’ll Be Doing - the day to day
As the Team Lead you will provide communication and oversight throughout onboarding team. You can expect to:
Act as a problem management resource
Assure projects are equally distributed across team resources
Conduct routine training sessions surrounding policy management and process
Conduct one-on-one consultations surrounding cases needing additional troubleshooting
Responsible for handling internal and external customer escalations as requested
Provide reporting and transparency regarding project portfolio status to leadership
Work cross-functionally with product on releases and internal tooling requests
Monitor and report individual and team performance metrics weekly/monthly/quarterly
Develop and recommend process and policy guidelines for any areas of improvement or efficiency
Assist with developing internal product training for team
Who You Are - the essentials
Ability to communicate (oral and written) effectively with all types of customers
Strong organizational skills needed to manage team’s portfolio
Maintain high standards and quality for all assigned service requests
Effective team player, able to work with and collaborate with peers and co-workers to achieve all goals
Mad Office skills! (Excel, Word, Outlook, PPT, Sharepoint…) Multitasking!
Documentation is key! Documenting each encounter with customer and providing progress in Salesforce Taskray project system.
Who You Are - the desirables (It’s a plus if you have):
Bonus – Salesforce (TaskRay), Jira/ Confluence, Healthcare Onboarding experience.
Education – Preferred 2 Year associate or bachelor’s degree. Minimum -High School equivalency
Benefits & Perks
ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:
- Competitive health plans (medical, dental, & vision insurance)
- PTO (starting at 20 days) & 12 company holidays
- 401(k) with company match
- Telemedicine service provided by ESO
- Savings accounts (FSA, HSA, DCA)
- Employee Assistance Program (EAP)
- Annual health and wellness reimbursement
- Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
- Paid parental leave, new child program, & flexible parental return-to-work options
- Casual office environments and unlimited office snacks and drinks
ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.
Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.
In the spirit of ESO’s mission to “Improve Community Health and Safety through the Power of Data,” and in accordance with ESO’s duty to provide and maintain a workplace that is free of known hazards, ESO requires all United States (US) employees to be fully vaccinated against COVID-19, regardless of if you work remotely or in office unless a reasonable medical or religious accommodation is requested in a timely manner and approved. This policy will help safeguard the health of our employees and customers, as well as the community at large.
All offers are contingent upon a successful background check and compliance with ESO’s COVID-19 Vaccination Policy.
ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.