Lead Customer Service Rep – Tempe, AZ

Lead Customer Service Representative – Tempe, AZ

This position is a 4/10 shift Friday through Monday from 8am – 7pm
With limited supervision and following standard operating procedures, this role provides excellent customer care by receiving and responding to business-to-business or business-to-customer calls, processing and scheduling orders and coordinating the delivery and service of homecare and hospice equipment. This role may have a primary focus on intake of calls scheduling or dispatching. In addition, this role acts as a lead to address escalated calls or issues, provide guidance to others, and coordinate and delegate workflow to the team.

Responsibilities include the following:

  • Receives and responds to inbound calls from clients for order and delivery of equipment, pick-up, maintenance or changes in service. Following standard operating procedures creates patient records and captures complete information in the company system to ensure authorized and complete equipment is logged and captured.
  • Monitors call volume to ensure timely responses to all calls and seeks additional resources as necessary to maintain low hold times though communication with other leads or the manager.
  • In a respectful and courteous manner, acts as a resource for inbound calls from patients or care givers to troubleshoot equipment issues that may be basic and routine to high complex.
  • Handles escalated issues and determines the most effective way to address based on an in-depth knowledge of department policies and processes as well as past experience. Implements problem resolution measures to address the issue to completion. Escalates highly complex or sensitive issues to facilitate resolution when appropriate.
  • Reviews the system for open and pending orders and prioritizes requests for service based on Company service expectations and standards. Ensures employees adhere to guidelines under their direction. Makes outbound calls to the patients (e.g., residence, adult care home, assisted living, long term care facility, etc.) to verify order and delivery information. Establishes any delivery time constraints and schedules delivery or pick up accordingly.
  • Reviews daily orders, assesses driver ability and availability of stock to deliver within established timeframes and assigns orders to driver schedules. Provides complete information to drivers (e.g., place, time and equipment ordered) to facilitate a smooth a timely delivery and set up. May also act as a resource to provide inventory data to others as requested.
  • On a continuous basis, reviews and monitors the system schedule to track potential time constraints and requests for estimated times of delivery. Reroutes drivers where feasible to fulfill service expectations and time commitments while keeping lines of communication open with all stakeholders. Ensures that the time constraints are being adequately addressed by the team and directs the workflow when necessary.
  • Acts as a liaison between patients/care-givers, business clients, drivers and operations to coordinate deliveries/pickups and ensure all parties have accurate information. May work with others in their approach of escalated issues and/or may troubleshoot and resolve escalated delivery issues. Strives to deliver the best customer experience regardless of challenges.
  • On a continual basis, monitors and/or assigns others to monitor email and/or other systems for order-generated client notes. Oversees the determination of necessary internal actions or communications required to fulfill company obligations. Redirects others when necessary if requests are not being addressed in a timely manner.
  • Acts as a resource for others to ensure questions or issues are addressed. This includes but is not limited to conducting training or coaching others for optimal performance.

Knowledge, Skills and Abilities:

Education, Work Experience or Related Experience:

  • A high school diploma or equivalent is required
  • Some college is preferred
  • One to two years direct customer service experience in a call center environment in which incumbents have business-to-business and business-to-customer experience as well as inbound and outbound experience
  • Experience in which the incumbent acted as a resource, led or supervised others is preferred
  • Dispatch experience or experience working in a medical environment is strongly preferred

Specialized Knowledge, Skills & Abilities:

  • Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated
  • The ability to speak and write in a professional manner is required to communicate with patients, clients, drivers, and operations as described
  • Proficient and accurate typing/data-entry skills are required to record system information as described
  • Good organization and prioritization skills are required to schedule and dispatch equipment deliveries within established timeframes and service standards
  • Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
  • The ability to demonstrate ownership for orders, scheduling or dispatching and researching and/or providing solutions to problems that may be routine to highly complex
  • Spanish speaking skills are desirable but not required
  • The ability to oversee and delegate to others is required
  • The ability to constructively and respectfully address team member challenges in a manner that builds credibility as a leader and effects positive change
  • The ability to foster a positive team environment by leading through example and treating others fairly and respectfully
  • Good judgment and discretion skills are required to understand when to appropriately escalate issues for resolution

Marginal or Additional Functions:

  • Schedules and holds team meetings, training activities and ongoing continuing education to promote the team’s relevant understanding and knowledge of company offerings and processes and procedures. Submits meeting notes, agenda and attendance to the manager.
  • Participates in department on-call rotations in a lead capacity that may entail over-night periods of time.
  • Conducts verbal coaching and counseling and documents instances. Communicates and escalates employee concerns in a timely manner.
  • Acts as a champion and leads with a positive attitude to foster a constructive and productive work atmosphere. Puts an emphasis on a need for a “team” mindset demonstrated through action.
  • Performs other duties as assigned or apparent.


  • Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
  • Familiarity with contact management software is strongly preferred

StateServ offers a competitive base salary, company subsidized medical & dental benefits, paid time off, a 401(k) plan
with a company match, and advancement opportunities with a dynamic, growing company.

StateServ is an equal opportunity employer and maintains a drug-free workplace.

NOTE: To apply for this position, please send your resume and/or relevant work experience to careers@stateserv.com