Concierge Team Lead

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You'll Do:

The Concierge Team Lead oversees a team of healthcare concierge members, guiding them to become experts in drug and healthcare services. This role involves managing daily operations, including coaching, monitoring productivity, and addressing escalated concerns. The team lead ensures exceptional service to clients by coordinating drug and occupational health programs, supporting candidates, and tracking key performance indicators related to productivity, quality, and team morale. Effective communication with internal and external teams is essential to maintaining a smooth client experience

This is a fully remote position (Work from Home) based in the United States.
Shift: Monday-Friday 11:30am - 8:00pm EST or 10:30am-7:00pm EST

Responsibilities:

• Provide ongoing training and support to the Concierge Team on work processes and SOPs.
• Continuously monitor team productivity and quality to ensure client satisfaction.
• Address team inquiries and offer guidance, coaching, and feedback as needed.
• Escalate issues or concerns to the Concierge Operations Manager for resolution.
• Regularly update and refine procedures and protocols to improve efficiency.
• Onboard and integrate new team members, ensuring they understand team processes and expectations.
• Deliver exceptional customer service, ensuring a seamless experience for clients.
• Foster a positive team environment by leading with integrity and setting a strong example.
• Track and manage team performance, ensuring goals and KPIs are consistently met.

What You May Need to be Successful:

• Associate Degree required; Bachelor’s Degree preferred (or equivalent experience).
• Proven experience in supervising and motivating a team to achieve performance goals.
• Familiarity with healthcare services and understanding of client needs.
• Experience in customer service or call-center environments is a plus.
• Comfortable with technology; proficient in navigating operating systems, internet, Excel, and software applications.
• Strong customer-focused mentality with excellent attention to detail to ensure accuracy and quality.
• Proficient in Microsoft Office Suite, internet searches, and database lookups.
• Ability to manage multiple priorities effectively with strong organizational skills and attention to deadlines.
• Capable of following company and customer-specific directions while working autonomously.
• Energetic, self-motivated, and detail-oriented with a strong work ethic.
• Collaborative team player, comfortable working with diverse teams, both locally and remotely.
• Willingness to work overtime as needed to meet team and client needs.
• Experience providing exceptional client support and service.
• Proficient in reading, writing, and speaking English.
• Punctual and dependable, with a strong commitment to meeting job expectations.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
Additional benefits offered to our eligible people include:

• Ability to work remotely with occasional business travel.
• Medical, Vision, Dental, and supplementary benefit plans
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays
• Access to tech and growth opportunities, and leaders who want you to succeed!

More About Our Values Code

• Honor Honesty, Consistency, and Responsibility: Do the right thing
• Cultivate an environment of dignity: Show respect for the individual
• Take an Outside-In approach: Put the client first
• Think out-of-the-box: Innovate and create
• Stay Team-Oriented: Collaborate and appreciate each other

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $40-50K annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.