Lead Customer Service Representative
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Job Description
Lead Customer Service Representative managing escalated member concerns and providing Help Desk support. Collaborating with the Customer Service team and identifying training opportunities for improved performance.
Responsibilities:
- Handling escalated member concerns while also providing Help Desk support
- Researching, responding, and providing a resolution to member inquiries
- Provide support for the customer service team through the manning and operation of the Help Desk
- Serving as a resource and assisting the team of Customer Service Representatives with questions related to escalated or technical issues
- Partnering with the Customer Service Manager to identify training opportunities
- Identifying trends in escalations and preparing data used to identify root cause analysis
Requirements:
- GED or High School diploma supplemented by technical medical knowledge
- Minimum of 2 years previous call center or customer service experience
- Ability to work effectively with all levels of management
- Possessing analytic skills and a technical acumen
- Computer competencies should include word processing, spreadsheet, and database management
- Excellent verbal and written communication skills
Benefits:
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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