Customer Service - Customer Service Team Lead 105-1027

JOB SUMMARY:

Responsible for providing daily guidance, instruction and training to inspire the team to perform at their optimum.  Will work directly with Customer Service Supervisor to create a team that works efficiently together to maximize the team’s potential.  Also responsible for interacting with members, providers and other internal customers to resolve elevated problems of a complex nature.  May serve as a liaison between Customer Service and other departments.  Assists Customer Service Supervisors with monitoring daily queue activity to make staffing adjustment suggestions as needed.  Focus on helping the team build necessary skills and knowledge so they can better support customers and the company’s mission.  The successful team leader should be supportive, communicative and attentive.
 

KEY RESPONSIBILITIES:

• Effectively manage escalated phone calls of the most complex nature involving multiple lines of business utilizing problem resolution skills.
• Prepare Customer Service Representatives to respond to customer questions and complaints and to troubleshoot problems with services or products.
• Assist supervisor with communicating regularly to employees any changes that have direct impact on inquiry responses.
• Assist walk-in members with inquiries.
• Ability to adapt and assist associates with organizational changes including business processes, systems and technology.
• Assists in actively managing the day-to-day activities of the team by monitoring call queues and wait times and directing resources as needed.
• Works closely with supervisors to empower team members to improve their confidence, product knowledge and communication skills.
• Motivate the team to achieve organizational goals that contributes to the growth of the company.
• Identify training needs and conduct training of team members as needed to maximize potential.
• Contribute to the creation of a pleasant working environment that serves to inspire the team.
• Assist with investigating and solving customer service complaints.
• Assist Customer Service Supervisor performing additional duties where needed or as directed.

QUALIFICATIONS:

• Thorough working knowledge of HMO plans, PPO plans, enrollment, benefits and claims.  Medicare knowledge a plus.
• Proficient knowledge of customer service, and standard office practices and procedures.
• Possess strong oral and written communication skills.
• Confidence and skillful negotiating skills
• Ability to motivate employees and provide feedback that assists in evaluating performance
• Strong relationship building skills for motivating and inspiring team
• Proficient in Microsoft applications.
• Strong organizational and time management skills with attention to detail
• Bilingual a plus.
• Successful completion of Health Care Sanctions background check.
• Available to work all shifts as needed

EDUCATION/EXPERIENCE:

• Bachelors degree preferred
• Supervisory experience preferred
• At least 3 years of Customer Service experience required.