Customer Service Representative Lead (1831)

LIFESTREAM BEHAVIORAL CENTER•Leesburg, FL

1d•Onsite

About The Position

The Customer Service Representative III – Lead assumes daily clerical operation of the assigned facility. Coordinates standard operating procedures for the office and maintains a professional atmosphere.

Requirements

High school diploma or equivalent is required.
Minimum of 3 years of experience in a customer service role, preferably within a behavioral health or healthcare setting.
At least 1 year of experience in a leadership or supervisory position, demonstrating the ability to lead and manage a team effectively.
Proven track record of handling complex customer inquiries and resolving issues efficiently.
Excellent communication skills, both verbal and written, with the ability to interact professionally with diverse groups of people.
Strong problem-solving skills and the ability to think critically to resolve customer issues.
Proficiency in using customer service software, databases, and tools to manage and track customer interactions.
Ability to work collaboratively within a team environment and foster a positive team culture.
Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
Empathy and patience when dealing with customers, especially in a behavioral health context.
Ability to train and mentor junior customer service staff to enhance their skills and performance.

Nice To Haves

An associate's degree in a related field is preferred.

Responsibilities

Lead and supervise a team of customer service representatives, providing guidance, support, and training to enhance their performance and professional development.
Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.
Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary to meet service goals.
Handle escalated customer inquiries and complaints, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
Collaborate with other departments to streamline processes and improve service delivery, ensuring alignment with organizational objectives.
Analyze customer feedback and service metrics to identify trends and areas for improvement, recommending and implementing solutions.
Prepare and present regular reports on customer service operations, performance metrics, and improvement initiatives to management.
Stay updated on industry trends and best practices to continually enhance the customer service experience at LIFESTREAM BEHAVIORAL CENTER.