Job Description & How to Apply Below
Key responsibilities:
Serve as the initial escalation resource for CSRs regarding procedures, systems, and member inquiries Support onboarding and ongoing training for new hires through various coaching methods Assist with monitoring queue activity, service levels, and workflow distribution
Required qualifications:
High school diploma required; associate or bachelor's degree preferred Minimum of 3 years of customer service experience, preferably in the insurance industry Previous senior CSR, mentor, or informal leadership experience Technical experience with the Five9 telephony platform Life & Health insurance licenses may be required for this role
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