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AORN · 1 day ago

Team Lead, Experience Services

Denver Metropolitan Area

Full-time

Hybrid

Mid, Senior Level

$77K/yr - $85K/yr

4+ years exp

AORN, the Association of periOperative Registered Nurses, is focused on enhancing offerings for nurse members while expanding market position. The Team Lead, Experience Services is responsible for delivering exceptional customer experiences, providing leadership and mentorship to the Experience Services team, and optimizing support for both individual customers and B2B clients.

AssociationHealth CareMedical

Comp. & Benefits

Hiring Manager

Lynsey Day, SHRM-CP

Responsibilities

Leads and supports the team in delivering exceptional customer experience

Acts as a coach and mentor for coordinators, providing training and guidance for new and established employees

Manages the performance of assigned coordinators, including providing feedback, conducting evaluations, and overseeing disciplinary processes in consultation with the Sr. Manager

Serves as the primary point of escalation for challenging calls and escalated issues

Provides direction and oversight to coordinators regarding scheduling, workflow, and process improvements

Serves as backup resource when the Sr. Manager is out of the office

Assists in resolving complex customer issues and escalations

Handles high-priority business customers and serves as the first escalation point for coordinators

Answers product-, service-, and program-related questions via phone, email, and other communication channels

Ensures all interactions are recorded accurately in Salesforce and/or customer databases

Manages and adjusts daily workflow to meet service standards

Monitors team coverage for phone and email support, providing guidance on case queue management

Oversees Data Processing Specialist Case Queue, HCO order follow-up, and order fulfillment coverage

Manages staff renewals, journal subscription lists, weekly reports, and refund requests

Supports B2B book import and research, accounting tasks, and database maintenance

Provides backup support for secure, in-office payment processing to ensure continuity and accuracy

Provides regular updates to coordinators and recommends process enhancements to the Experience Services Manager

Prepares and reviews monthly/weekly reports to monitor team performance and service quality

Perform other duties as assigned

Qualification

Customer Service ManagementCall Center KPIsTeam LeadershipDatabase ManagementOrder ProcessingAnalytical SkillsCommunication SkillsAttention to DetailSelf-MotivatedTeamwork

Required

4+ years' experience as a Lead or Sr. Customer Service Representative in a call center environment or closely related work experience

1+ years' supervisory experience

Strong understanding of call center KPIs and performance metrics

Experience working across multiple customer service database systems simultaneously

Excellent oral communication and written communication skills

Experience utilizing Windows-based software applications for database management, as well as experience and proficiency in MS Office Suite

Ability to speak effectively in groups or one-on-one

Must have a strong commitment to assisting customers and providing quality customer experience

Self-motivated with the ability to maintain a positive attitude

Ability to work autonomously; self-directed

Strong attention to detail

Good analytical and organizational skills

Knowledge of PCI security standards and ability to maintain confidential information

Proficiency with ten key typing

Steadfast commitment to the Experience Services team, teamwork and the overall customer experience

Supports the philosophy, goals, and objectives of the Association

Ability to demonstrate and hold others accountable for organizational values of: Innovation, Communication, Quality, Diversity, Equity and inclusion, and Achievement