Lead Service Center Representative
Your Opportunity
As the Lead Service Center Representative, you will be responsible for assisting and providing support for other Service Center Representatives in regard to answering consumer questions and lead queues and processing the Manual Work Streams (documents sent in by consumers for verification). You will also be taking escalated calls to find and recommend a solution, submitting service tickets, as well as preparing for, participating in, and sometimes leading team meetings on a weekly basis.
Responsibilities
- Assisting and providing support for other Service Center Representatives in regard to answering consumer questions and lead queues
- Processing the Manual Work Streams (documents sent in by consumers for verification)
- Taking escalated calls to find and recommend a solution
- Submitting service tickets
- Preparing for, participating in, and sometimes leading team meetings on a weekly basis
Qualifications
- Experience in and knowledge of public health and health care industry services, programs, and trends
- Moderate knowledge and use of Microsoft Office products (Outlook, Word, Excel)
- Experience, training, and/or knowledge of customer service de-escalation techniques
- Minimum Qualifications for Program Technician III
Pay
$4,329.00 - $5,589.00 per Month. New to State candidates will be hired into the minimum salary of the classification or minimum of alternate range when applicable.
Call Center Pay Differential: If selected, incumbents will be compensated an additional $150 per month.
Location & Travel
This position is headquartered in Fresno. Business travel may be required, and reimbursement considers an employee's designated headquarters office subject to regulations and bargaining unit contract provisions. Travel expenses associated with commuting to the employee's office headquarters location are not reimbursable, other than authorized transit subsidies.