Lead Customer Service Representative Remote

Essential Job Functions:

Under the supervision of the Customer Service Manager the Customer Service - Escalations team members primary responsibilities include:

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.

• Researching responding and providing a resolution within the appropriate timeframe to member inquiries submitted via phone chat email or fax.

• 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 (CSRs) with questions related to escalated or technical issues.

• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.

• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps technical understanding and first call resolution.

• Identifying trends in escalations and preparing data used to identify root cause analysis.

• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls assisting with outbound campaigns.

• Ability to work flexible hours and shifts.

Qualifications:

• GED or High School diploma supplemented by technical medical knowledge specialized secretarial and/or computer courses. College course work is desirable.

• Minimum of 0 year previous call center or customer service experience

Specific Skills/ Attributes:

• Ability to work effectively with all levels of management and other colleagues; demonstrating leadership initiative and a customer service orientation.

• Possessing analytic skills and a technical acumen; computer competencies should include: word processing spreadsheet and database management.

• Ability to work independently but also thrive in a team environment built on information sharing.

• Demonstrating interpersonal abilities used to build relationships that contribute to the teams success.

• Displaying sound judgment and critical thinking skills.

• Excellent verbal and written communication skills.

• Detail oriented and well organized.