Inogen, Inc.
  • Customer Care Center
  • Dallas, TX, USA
  • Salary
  • Full Time

Medical, Vision, Dental, 401K, Employee Stock Purchase Plan


Customer Support-Team Lead

Day Shifts available

Bilingual is a plus

Above market starting pay

Excellent benefits

Career Path opportunities

Salesforce proficient 

JOB DESCRIPTION The Team Lead provides support to customer care agents that assist nationwide clients who have purchased directly from Inogen or have enrolled in Inogen's home respiratory therapy services and provides customer service to internal/external customers and serves as front line contact. Works to provide the highest level of service at-all-times for nationwide cliental.

Team Lead Responsibilities:

  • Act as an information source for internal and external customers in products & services
  • Contributes to the continuous improvement of service to customers and overall processes.
  • Assists in handling complex/escalated calls from nationwide customers
  • Responsible for training new hires and assisting with recurring trainings
  • Process customer complaints, assists as a technical expert who performs product troubleshooting
  • Assists in managing workforce telephony platform
  • Manage daily order management in Salesforce platform
  • Assist in handling workforce management related to call volume & order management
  • Responsible for assisting with reporting, special projects, and any other work-related duties as needed

Team Lead Competencies:

  • Mentor and coach a team of technical support agents
  • Provide coaching and team building exercises to drive overall performance
  • Identify and address any time sensitive requests to ensure timely response
  • Motivate and drive staff to achieve desired results
  • Develop and implement process changes that provide benefits to all customers
  • Handle escalated issues and de-escalate callers when necessary
  • Provides direct communication to the Supervisors/Manager of the department to identify areas of opportunity
  • Generates daily work load reports & historical data for department management
  • First call resolution to best support needs of customers
  • Assist in monitoring inbound customer support calls related to quality assurance
  • Additional duties based on management discretion
  • Assume supervisory role in the absence of the Call Center Supervisors
  • Guides team in day to day activities to perform job at Customer Care excellence Works with other departments to obtain information needed to answer customer inquiries
  • Provides guidance to questions and problem solving on customer requests and questions
  • Uses multiple systems to research, troubleshoot and resolve problems in order to address client related issues
  • Work with all Supervisors and / or Managers to understand Team Key Performance Indicators such as Service Level, Cycle Time or Customer Satisfaction

Team Lead Requirements:

  • BA in Business, English, Communications or related area desirable
  • 5+ years Customer Service / Sales / Administrative Management background or relevant work experience required.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, pregnancy, marital status, national origin, citizenship status, disability, military status, genetic predisposition or carrier status or any other legally protected characteristic.

Inogen participates in E-Verify

ABOUT INOGEN Inogen was founded in 2001 to improve quality of life and increase freedom and independence for oxygen therapy users. Inogen is innovation in oxygen therapy. The Inogen mission is to improve freedom and independence for oxygen therapy patients through innovative products and services. Inogen is a manufacturer and Accredited Homecare Provider.

Inogen is focused on quality care, continuous improvement, and outstanding customer satisfaction. We are a stable, USA-based company dedicated to providing an exciting and rewarding career to our employees. We completed a successful Initial Public Offering on the NASDAQ in 2014 and have demonstrated substantial growth over the last five years. Our work environment is casual yet high-performing, and we are looking for seriously talented, motivated, and fast-paced professionals to join our team.

WHY INOGEN Inogen is a dynamic company that is not only focused on quality care of patients, but is also committed to being a top employer. Each of Inogen's offices has a casual culture that supports employees being responsible and developing professionals.

Inogen Where we go to work hard to positively impact people's lives

See the Inogen team in action:

https://www.youtube.com/watch?v=dKoTMeJf5J4#t=23

 

*keywords: technical support lead, team lead, supervisor, sr customer support rep, sr customer service agent, customer service agent lead

Inogen, Inc.
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