Lead Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Address escalated member issues and deliver Help Desk assistance for the Customer Service Team.

• Investigate, reply to, and resolve member queries received via phone, chat, email, or fax within the designated timeframe.

• Operate the Help Desk and provide support to the customer service team.

• Act as a resource for Customer Service Representatives concerning escalated or technical matters.

• Keep members informed about the measures taken to investigate and resolve outstanding issues.

• Collaborate with the Customer Service Manager to pinpoint training needs.

• Recognize escalation patterns and compile data for root cause analysis.

• Assist with contract performance guarantees.

• Handle incoming calls and support outbound initiatives.

⛳️ Requirements

• GED or High School diploma, complemented by technical medical knowledge and specialized secretarial and/or computer courses.

• College coursework is preferred.

• At least 2 years of prior experience in a call center or customer service role.

• Capability to collaborate effectively with all management levels and colleagues.

• Demonstrated leadership qualities, initiative, and a customer service focus.

• Strong analytical skills and technical proficiency.

• Competency in computer applications, including word processing, spreadsheets, and database management.

• Ability to work independently while also thriving in a team setting.

• Strong interpersonal skills to cultivate relationships.

• Good judgment and critical thinking abilities.

• Exceptional verbal and written communication skills.

• Detail-oriented and highly organized.

• Flexibility to work varied hours and shifts.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance options.

• Opportunities for professional development and career advancement.

• Supportive work environment that values teamwork and collaboration.

• Paid time off and flexible scheduling options.