Lead Customer Service Rep
Sharecare · Atlanta, GA · 1 wk ago
Customer ServiceFull-time
Job Summary
Essential Job Functions:
- 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.
- Providing 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 (CSR’s) 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.
Qualifications
- GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
- College course work is desirable.
- Minimum of 2 years 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 team’s success.
- Displaying sound judgment and critical thinking skills.
- Excellent verbal and written communication skills.
- Detail oriented and well organized.