Contact Center Lead - Edison, NJ Only

Modivcare•Edison, NJ

4d•$19 - $21•Onsite

About The Position

Modivcare is seeking an experienced Contact Center Lead for their Edison, NJ location. This role serves as the primary point of contact for inquiries about Modivcare's products and services, utilizing structured protocols and scripts to manage customer reservations (scheduling, modifying, canceling). The Lead is responsible for documenting conversations, resolving member concerns accurately and promptly, and providing guidance to a team of customer service representatives. Key functions include monitoring team performance against company policies and service standards, offering constructive feedback, and potentially conducting training. The role also involves handling escalated customer issues across various channels, ensuring accurate documentation of all interactions and trip data, and maintaining a comprehensive understanding of company policies. Collaboration with management to identify operational improvements and best practices is expected, along with potential report preparation and project leadership.

Requirements

High School Diploma required.
Four (4) plus years of experience of contact center or customer service with heavy phone volume and/or data entry.
Or equivalent combination of education and/or experience.
Exceptional customer service and people skills; ability to listen and understand customer needs and concerns.
Excellent verbal and written communication skills.
Ability to work independently or with a team with a focus collaborate with cross-functional teams.
Flexibility to adapt to changing priorities and business needs.
Problem-solving ability, including understanding and following complex instructions.
Customer-centric mindset with a focus on delivering exceptional service.
Must accurately type 35wpm and ability to use 10-key.

Nice To Haves

Proficient with customer service software and CRM systems is a plus.

Responsibilities

Provides guidance to a team of customer service reps.
Monitors and assess team interactions to ensure they are adhering to company policies and meeting established service quality standards.
Provides constructive feedback to team members for continuous improvement.
May conduct training sessions for new and existing team members.
Handles escalated inbound member questions and concerns through various channels, calls, phone, emails, etc.
Accurately and timely schedules, modifies, and cancels reservations as requested.
Obtains and clearly documents details of any complaints being filed.
Ensures that all relevant customer information is documented, including accurate trip data.
Delivers excellent customer service, displaying empathy, politeness, and courteous manner at all times.
Maintains a comprehensive understanding of company policies and procedures and ensures they are adhered to.
Escalates unresolved customer grievances to the designated department for further investigation and resolution.
Collaborate with management to identify areas of opportunities to ensure smooth operations and best practices.
May prepare regular reports for management teams.
May lead projects and perform other duties as assigned

Benefits

Medical, Dental, and Vision insurance
Employer Paid Basic Life Insurance and AD&D
Voluntary Life Insurance (Employee/Spouse/Child)
Health Care and Dependent Care Flexible Spending Accounts
Pre-Tax and Post --Tax Commuter and Parking Benefits
401(k) Retirement Savings Plan with Company Match
Paid Time Off
Paid Parental Leave
Short-Term and Long-Term Disability
Tuition Reimbursement
Employee Discounts (retail, hotel, food, restaurants, car rental and much more!)