Senior, TM Support

Posting Date

• Technical Support & Escalation: Use advanced knowledge and problem-solving skills to determine, diagnose, and solve complex support issues for TMSC. Act as a point of informal leadership and issue escalation in the absence of a Manager.
• Strategic Partnership: Partner with corporate People Services functions (Teammate Relations, Compensation, Benefits, Recruiting, and others) to act as an internal consultant and strategist for the Brentwood Business Office.
• Coaching & Mentoring: Assist in training new hires and provide one-on-one coaching to TMSC professional teammates on performance and technical standards.
• Process Improvement: Identify, document, and adjust process flows to improve customer service. Work with Process Management to review and edit Knowledge Base articles to minimize downtime for DaVita teammates.
• Operational Monitoring: Monitor team group chat spaces, email, and CXOne software (Dashboard) to assess volume and take proactive action to decrease handle time.
• Compliance & Culture: Ensure adherence to People Services policies and compliance with Teammate Relations findings. Execute on strategies that support DaVita's "community first, company second" culture.
• Communication: Act as a point person for incoming issues from high-priority sources and represent the team on Change Management or Major Incident calls.

Minimum Qualifications

• Education: High School Diploma or Equivalent
• Experience: 2+ years of experience in a customer service or support environment, preferably with a background in business office or Human Resources support.
• Core Competencies:
  • Demonstrated mastery of Teammate Support Center performance metrics and training requirements.
  • Strong ability to build strategic work relationships and work with outside groups to resolve complex problems.
  • Advanced interpersonal, oral, and written communication skills; ability to communicate technical information to non-technical personnel.
• Technical Skills: Proficient with MS Office applications and working knowledge of Teammate Support Center escalation procedures.
• Availability: Ability to work evening, weekend, and holiday/on-call coverage as needed.
• Other Requirements:
  • Demonstrated commitment to DaVita Core Values.
  • Ability to deal with confidential information using high levels of discretion and judgment.
  • Ability to travel up to 5%.

What We'll Provide:

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace, backup child and elder care, maternity/paternity leave and more
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita's online training platform StarLearning.

At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate's qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process. You will not be penalized for redacting or removing this information.

Beware of Recruitment Fraud

DaVita will never ask for payment or personal financial information at any point in the hiring process, nor will we ever communicate with you using email addresses outside of the DaVita secure network. If you receive a request like this, it is not legitimate. Do not share your information.

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