Team Member Support Specialist at Centria Autism

About Centria Healthcare:

Every child deserves the brightest future and Centria Autism Services is on a mission to help children with Autism Spectrum Disorder (ASD) have the best developmental experience possible while acquiring the skills to succeed in the world on their own terms. Too many children with ASD are untreated or undertreated and Centria is committed to reaching every child in need and their families with interventions based on the principles of Applied Behavior Analysis that meet – and exceed -- best practices. Our Optimal Outcomes Model(TM) looks at the whole-child, engages families in aspirational treatment planning and leverages team-based care to allow BCBA’s to focus on clinical issues and support Centria’s dedication to quality, family satisfaction and developmental outcomes. Founded in 2009, Centria now operates in 13 states and is working hard to develop approaches to sustain quality while reaching tens of thousands of children across the country; we use data-driven analytics and sophisticated software platforms to constantly evaluate our quality and performance, and develop new approaches to supporting our clients and their families on their journey.

 

Position Summary

The Team Member Support Specialist will support the Team Member Support Center and be responsible for providing support to all Centria team members. This role will assist in providing a wide range of support and guidance to individuals at all levels of the organization, focusing on first-time problem resolution and excellent customer service. This role may require evening and weekend hours (on-call, as needed) to support team members in multiple states and time zones.

Success Measures

Success measures include adherence to Centria policies, flawless execution of tasks, and meeting or exceeding personal qualitative and quantitative key performance indicator (KPI) metrics such as providing outstanding service to resolve issues the first time, 80% first call resolution, flawless execution of tasks, a timely, positive experience for team members, and a high level of compliance.

Duties and Responsibilities

1. Take incoming helpdesk calls and submit tickets using Manage Engine Service Desk Plus.
2. Respond to service desk requests from team members seeking help.
3. Learn the functions of software programs to assist users in completing specific goals and tasks.
4. Assist in the development, implementation, and training of company policies.
5. Proactively identify ways the team can improve team member experience.
6. Update and status support requests using the ticketing system.
7. Escalate issues as needed.
8. Aid the development team in identifying potential application enhancements.
9. Assist with other support requests as needed.
10. Manage iPad asset management and recovery.
11. Support AV related tasks and events.
12. Assist with special projects after hours as needed.

Pay Range

$24.00 - $26.00 hourly

Qualifications

Education/Licenses

Associate degree or higher

Work Experience

• Demonstrated experience in providing excellent customer service
• Previous helpdesk experience preferred
• Previous experience in a Call Center environment preferred

Equipment and Technology Requirements

• Working knowledge of laptop/desktop PC
• Proficiency with Windows, macOS, and iOS, required
• Proficiency in Microsoft Suite
• Proficiency in G Suite
• HRIS Systems, Healthcare Systems
• Helpdesk software experience such as ManageEngine ServiceDesk Plus preferred

Other Competency Requirements

• Ability to follow written instructions
• Ability to use computers and computer/software programs
• Ability to communicate expressively and receptively

Knowledge and Skills

• Effective communication skills, both written and verbal, with internal and external stakeholders at all levels of the organization;
• Proficiency in PC software, especially word processing and spreadsheet programs;
• Working understanding of Centria principles, practices, and procedures;
• Ability to build excellent rapport with team members, explain complicated information in an approachable and easily understood manner, effectively handle challenging phone conversations, and represent the Centria mission;
• Ability to organize, prioritize and handle multiple tasks, adhere to established deadlines, and produce work that consistently meets or exceeds team benchmarks;
• Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes;
• Excellent interpersonal and listening skills;
• Aptitude for applying critical thinking and problem-solving skills;
• Demonstrated strong work ethic with attention to detail, accuracy, and quality;
• Established track record of generating error-free work;
• Adept at understanding customer needs and analyzing those needs across the customer base to identify the best solution;
• Ability to work independently and self-motivated to achieve business objectives.

Working Conditions

• Additional time or occasional shifts in schedule may be required to complete the above work or meet company objectives.
• Overtime is not a planned part of this role; if required, overtime must be pre-approved in writing by a leader in the department.
• This role may require evening and weekend hours (on-call, as needed) to support team members in multiple
  states and time zones. Time may be split between office and home (evenings and weekends).

Physical Demands

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position.  Centria reserves the right to amend this job description at any time, with or without written notice.