Sr Customer Service Representative

Position: SR CUSTOMER SERVICE REPRESENTATIVE
GENERAL SUMMARY

The Senior Customer Service Representative (SCSR) is the primary contact for complex/escalated calls. The SCSR serves as a "go-to" in the department- guiding Customer Service Representatives in their execution of assigned tasks and ensuring that their services are of maximum satisfaction to customers. This role serves as the mediator between Call Center Representatives and CHCS leadership by ensuring employees have access to information needed to service all customers.

ESSENTIAL DUTIES & RESPONSIBILITIES

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position.

* Acts as the primary liaison between Customer Service Representatives and department leadership to ensure the appropriate and timely dissemination of communication.

* Assists with managing the workload distribution of the department in the absence of a supervisor including (but not limited to) answering calls, rotating assignments, and managing call volumes.

* Collaborates with department supervisors to identify multiple creative ways to support Customer Service Representatives. Examines business efficiencies and create ways to maintain or improve productivity.

* Conducts thorough research and reviews performance data to understand and apply appropriate solutions to escalated issues.

* Demonstrates ability to use all new phone scripts and processes established for centralized scheduling or client calls.

* Forms communication methodology to keep all employees within the department updated with any changes that impact the CHCS programs that are serviced through the Call Center.

* Monitors live calls and provides on "on the spot" coaching and scoring of calls.

* Participates in emergency preparedness drills and executes key role in emergencies as instructed by the Safety Department.

* Provides mentorship to Customer Service Representatives within the department and helps establish best practices for the department.

* Provides support in responding to complicated staff/consumer request or inquires.

* Records pertinent information into department Communication that includes (but not limited to): consumer/employee complaints, equipment problems/repairs, notable incidents, safety issues and concerns, and any other information that needs to be communicated to other team members/supervisor.

* Resolves staff/consumer issues with "one call" resolution.

* Reviews Communications at the beginning of each shift.

* Reviews daily and weekly reports with Supervisors and provide suggestions to enhance team performance.

* Utilizes advanced de-escalation methods to assist irate callers and ensures complaints are followed through the resolution phase.

* Performs other related duties as required.

MINIMUM ENTRANCE QUALIFICATIONS

Education and Experience

* High School diploma or GED equivalency and at least one (1) year of customer service or administrative experience, preferably in the healthcare/medical field.

* 1-2 years' experience in a call center or customer service-related position with progressive responsibility.

* Previous experience in a team lead or similar role.

Licenses or Certifications

* None

Other Requirements

* Must maintain required credentials and mandatory training requirements to ensure compliance with all State regulations and CHCS policies.

* Must be familiar and comply with CHCS safety policies and rules.

* Must use all appropriate safety equipment, features, and procedures established by CHCS and immediately report all unsafe conditions to the department manager.

* Adheres to CHCS behavior principles and the personal obligation to report any activity that appears to violate applicable laws, rules regulations or the Behavioral Principles itself.

PREFERRED QUALIFICATIONS

* Bilingual (English/Spanish) preferred. Language Proficiency Pay (LPP) payments are subject to successful testing, certification by CHCS Payroll, and availability of funding. Funding may be renewed in subsequent fiscal years but is not guaranteed. Experience using multiple systems/applications simultaneously.

* Experience utilizing customer service de-escalation techniques.

* Experience leading/coaching and providing feedback to other employees in a developmental manner.

SUPERVISION

* Work requires providing guidance and the potential to oversee another employee. This position may oversee work quality, training, instructing, and work assignments.

COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES

Knowledge of:

* Applicable software applications.

* Call Center concepts, practices, procedures and systems.

* CHCS behavior principles.

* CHCS medical records policy and procedure.

* CHCS programs and services provided.

* Contract requirements.

* HIPPA requirements.

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