Lead Customer Service Representative

Responsibilities

• 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 (CSRs) 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 and assisting with outbound campaigns.
• Operating flexible hours and shifts as required.

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
• College coursework is desirable.
• Minimum of 2 years of previous call center or customer service experience.

Demonstrates expertise in handling escalated member concerns and providing Help Desk support, with a focus on effective communication and problem resolution. Proficient in identifying trends and conducting root cause analysis to enhance customer service operations.