Lead Customer Service Representative - Somerville, MA (Hybrid/Remote)

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.
• 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 (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.

Compensation

$25.00/hour