Contact Center Customer Support Specialist III - Team Lead

Koniag Government Services•Albuquerque, NM

13d•Onsite

About The Position

The Contact Center Customer Support Specialist III serves as a senior-level support professional responsible for high-complexity customer service activities and frontline leadership functions within a multi-channel Health IT contact center environment. This position supports day-to-day operations by responding to Physician, Patient, or Support Staff customer inquiries, delegating work, managing queues, monitoring performance, and ensuring adherence to established quality standards. The specialist fosters a positive team culture, mentors peers, assists with training new staff, and collaborates with Leadership to implement improvements to processes, documentation, and customer experience. This role requires strong communication skills, advanced troubleshooting abilities, and the capability to manage shifting priorities in support of IHS contact center operations.

Requirements

U. S. Citizen with ability to obtain Public Trust government access.
High school diploma required; college coursework or degree preferred.
5–7 years of customer service or contact center experience, preferably in Health IT, healthcare or government.
Demonstrated leadership ability and experience in mentoring or supporting a team.
Ability to adapt quickly to changing priorities in a fast-paced environment.
Strong proactive problem-solving and analytical skills.
Excellent customer service and organizational abilities.
Proficient with Microsoft Windows and Microsoft Office applications.
Current experience with enterprise ticketing systems such as ServiceNow San Diego/Utah (or newer).
Knowledge of contact center softphone tools (NICE CXone, inContact, or similar).
Experience using CRM platforms (Microsoft Dynamics 365, Salesforce, ServiceNow).
Excellent documentation, reporting, and workflow diagramming skills.
Strong communication skills, with the ability to manage escalations professionally.
Positive customer service attitude with a high level of professionalism.
HDI-CSA certification (required after hire).
ITIL v4 certification (required after hire).
Ability to work holidays, weekends, and alternate shifts when required.
Ability to obtain and maintain public trust background investigation, security clearance.

Responsibilities

Provide guidance, coaching, and instruction to Customer Support Specialists as directed by the Lead.
Support delegation of workload, management of queues, and monitoring of daily workflow to ensure timely response to customer inquiries.
Foster a positive, collaborative team culture aligned with IHS values and contact center performance expectations.
Mentor and support team members in achieving quality, productivity, and customer satisfaction goals.
Manage and process inquiries from all receipt methods, including phone, email, chat, and ticket submissions.
Identify and assess customer issues, researching solutions and troubleshooting problems to resolution when possible.
Route inquiries appropriately when escalation or additional subject-matter expertise is required.
Ensure all customer interactions meet or exceed professional standards, quality expectations, and defined SLAs.
Update and maintain accurate customer information within the CRM system.
Document all interactions, troubleshooting steps, and resolutions in accordance with IHS contact center documentation standards.
Assist in developing or refining documentation to support consistent and effective customer support workflows.
Manage and uphold QA guidelines to ensure delivery of excellent customer experience.
Identify service gaps and areas needing improvement, recommending process or workflow updates.
Review interactions for quality and provide feedback or coaching as necessary.
Work with internal teams, including IT, operations, training, and leadership, to ensure stakeholders remain informed of issues, impacts, and customer concerns.
Collaborate with Lead on creation and maintenance of IHS Contact Center process documentation.
Participate in service improvement initiatives and cross-team communication efforts.
Identify needs for new or improved knowledge articles to enhance user experience and internal efficiency.
Ensure knowledge base content is accurate, current, and aligns with customer support best practices.
Maintain proficiency with evolving tools, system updates, and IHS-specific processes.
Support onboarding and training of new team members when requested.
Perform additional duties as assigned by Lead or Leadership.