Lead Customer Service & Escalations Specialist

• 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.

• Ability to work flexible hours and shifts.

Requirements

• 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.

Core Competencies

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.

Highest-signal resume keywords

• Customer Service Experience
• Help Desk Support
• Problem Solving
• Technical Medical Knowledge
• Root Cause Analysis

ATS Optimization Keywords

Hard Skills

• Call Center Operations
• Data Analysis
• Technical Support
• Escalation Management
• First Call Resolution

Soft Skills

• Communication
• Team Collaboration
• Reliability
• Flexibility

Certifications & Qualifications

• GED
• High School Diploma

Industry Keywords

• Customer Service
• Member Inquiries
• Escalated Issues
• Contract Performance Guarantees