Senior Center - Customer Service Team Lead 171-1008

CommunityCare•Tulsa, OK

22h

About The Position

Responsible for providing daily guidance, instruction, and training to inspire the team to perform at their optimum. In addition, they will provide support to Customer Service Representatives by being a subject matter expert. Will work directly with the Customer Service Manager to create a team that works efficiently together to maximize the team’s potential. Also responsible for interacting with members, providers, and other internal customers to resolve elevated problems of a complex nature. May serve as a liaison between Customer Service and other departments. Assists the Customer Service Supervisor(s) with monitoring daily queue activity to make staffing adjustment suggestions as needed. Focus on helping the team build necessary skills and knowledge so they can better support customers and the company’s mission. The successful team leader should be supportive, communicative, and attentive. Should be well-spoken with a professional demeanor and professional phone presence as well as excellent interpersonal skills.

Requirements

Proficient knowledge of customer service, and standard office practices and procedures.
Possess strong oral and written communication skills.
Confidence and skillful negotiating skills
Ability to motivate employees and provide feedback that assists in evaluating performance.
Strong relationship building skills for motivating and inspiring team.
Proficient in Microsoft applications.
Strong organizational and time management skills with attention to detail
Successful completion of Health Care Sanctions background check.
Available to work all shifts as needed.
Demonstrated ability in customer service problem resolution.
High School diploma or equivalent
Three to five years of previous customer service experience preferably in a call center or healthcare environment.

Nice To Haves

Bilingual a plus.
Bachelor’s degree preferred.
Supervisory experience preferred.

Responsibilities

Effectively manage escalated phone calls of the most complex nature involving multiple lines of business utilizing problem resolution skills.
Prepare Customer Service Representatives to respond to customer questions and complaints and to troubleshoot problems with services or products.
Assist supervisor with communicating regularly to employees any changes that have direct impact on inquiry responses.
Assist walk-in members with inquiries.
Ability to adapt and assist associates with organizational changes including business processes, systems, and technology.
Assists in actively managing the day-to-day activities of the team by monitoring call queues and wait times and directing resources as needed.
Works closely with supervisors to empower team members to improve their confidence, product knowledge and communication skills.
Motivate the team to achieve organizational goals that contributes to the growth of the company.
Identify training needs and conduct training of team members as needed to maximize potential.
Contribute to the creation of a pleasant working environment that serves to inspire the team.
Assist Customer Service Manager and Supervisors by performing additional duties where needed or as directed.
Answer incoming questions or provide guidance through multiple mediums to internal employees regarding procedure, product, processes, memberships displaying extensive product knowledge.
Maintains compliance with policies and procedures and ensures that CSRs adhere in resolving customer concerns.
Accountable for monitoring multiple queues, email boxes, and fax lines to ensure work is completed.
Performs other job related duties as assigned.