Customer Service Team Lead, Medicare Advantage
About The Position
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. Job Summary Responsible for overseeing customer service representatives and ensuring the delivery of high-quality customer service by managing the team's performance, providing guidance and support, and fostering a positive customer experience.
Requirements
- Customer Service Experience 3-5 years required
- Leadership/Supervisory Experience 1-2 years required
- Familiarity with customer service best practices, techniques, and standards is essential.
- Ability to motivate and inspire a team, delegate tasks, provide guidance and support, and resolve conflicts.
- Excellent verbal and written communication skills.
- Strong problem-solving skills to address customer inquiries, complaints, and complex issues.
- Strong interpersonal skills, including the ability to establish rapport, resolve conflicts, and maintain professional relationships.
- Excellent organizational skills to manage multiple tasks, prioritize responsibilities, and meet deadlines.
- Some High School Completed required
Nice To Haves
- Bachelor's Degree Related Field of Study preferred
Responsibilities
- Lead and supervise a team of customer service representatives, providing direction, guidance, and support.
- Handle escalated customer inquiries, complaints, or complex issues that require a higher level of expertise.
- Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
- Provide regular feedback to team members, recognize achievements, and address performance issues in a timely and constructive manner.
- Implement and enforce quality control measures to ensure consistent and excellent customer service.
- Continuously evaluate customer service processes and identify opportunities for improvement.
- Handle escalated customer issues that cannot be resolved by customer service representatives.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Hospitals
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
