Lead Customer Experience Technician

Job Description

The Opportunity

Homecare Homebase is searching for a Lead Customer Experience Technician to troubleshoot software issues for our clients to ensure the best possible experience with Homecare Homebase.

The Challenge

At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As a Lead Customer Experience Technician, you are often the face of Homecare Homebase for our clients and a driving force to help us achieve our department and company goals. You will play an essential role in guiding our customers through software challenges and eliminating obstacles so that they can focus their time and energy on delivering high quality patient care.

You will be responsible for:

• Meeting or exceeding established productivity and quality standards
• Demonstrating ownership of Functional Area through monitoring of Tier 1 and Tier 2 queues, incident trends, and servicing time metrics
• Working from designated Oracle Service Cloud queues based on priority and ensuring timely resolution of incidents
• Exemplifying CARES core values and providing leadership to team members to promote a positive work environment and adherence to core values
• Providing accurate and holistic feedback on team members’ performance to assist with employee evaluation. Working with Customer Services managers to implement strategies to improve team performance, foster team growth, and assist with meeting department and company goals
• Serving as a subject matter expert on the proper use of the Homecare Homebase application as it pertains to assigned Functional Area
• Utilizing Microsoft SQL (SSMS) to pin point data irregularities and resolve customer requests
• Thoroughly troubleshooting and providing detailed research notes to Product Support to assist with incident resolution. Determining impact and following incident escalation rules when appropriate
  
  

What We're Looking For

Homecare Homebase’s mission is to empower exceptional care among all the clients we serve. The Lead Customer Experience Technician supports this mission by providing excellent customer service, supporting our clients with their daily use of our software, and providing guidance to team members to ensure quality service. We are seeking:

• Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities
• Quick learners with strong problem solving and creative thinking abilities
• Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others
• Team players who are passionate about their work and will actively contribute to a positive, collaborate environment
• Effective leaders who demonstrate strong ownership abilities and are capable of driving resolutions to meet department and company goals
  
  

Education requirements: this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience. Microsoft SQL experience is strongly preferred.

What You Can Expect from Us

At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career. Above all, employees are part of a work environment where we live our CARES values: Care, Act, Respect, Excel, and Smile.

Our Team Members Also Enjoy

• Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff, as well as the patients they serve.
• A CEO who cares. CEO Scott Decker has continued the mission to create a culture that cares - one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.
• Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers both full and part-time career opportunities to fit life's unique demands.
• A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.
  
  

About Homecare Homebase

Founded in 1999, Homecare Homebase is dedicated to helping our clients overcome business and technological challenges that stand in the way of clinical outcomes and operational efficiency. We work with home health and hospice organizations to tackle problems big and small. Our services are rooted in systems thinking and reach across the entire organization — from Intake to Discharge — to achieve transformative results.

Sound like a good fit? Please take a moment to apply for this position.

This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.