Lead Customer Service Specialist

Zenith Insurance Company•Los Angeles, CA

38d•$48,396 - $60,495

About The Position

Working in a call center environment, provide service by thoroughly and efficiently gathering customer information, assessing and fulfilling needs. The Lead Customer Service Specialist investigates and resolves escalated, difficult or complex customer service inquiries. The Lead Customer Service Specialist demonstrates strong leadership and partnership building skills while assisting in leading team growth and development. The Lead participates in the continual on the job training and frequent updates in the processes and procedures used to perform the duties of a Customer Service Specialist.

Requirements

High School Diploma or equivalent combination of education and experience required
3+ years years progressively responsible call center/customer service experience required. Preference given to work experience demonstrating assumption of leadership functions such as participation in recruitment and performance management required
Strong computer skills with ability to navigate multiple applications at any given time.
Proficient with Microsoft Office Suite, including Excel, Word, and Outlook.
Demonstrated ability to communicate effectively and listen actively with strong problem-solving skills required.
Prior experience working in a high production environment and delivering exceptional customer service and following established protocols required.
Excellent verbal and written communication skills; excellent phone skills, strong attention to detail required.
Strong oral and written communications skills used to explain, teach, and document.
Experience in handling escalated and more complex calls from unit.
Demonstrated ability to work effectively and collaboratively as a member of a team.
Action-oriented; results-oriented; with demonstrated ability to work with a sense of urgency and manage multiple tasks simultaneously and expeditiously required.

Nice To Haves

Bachelor’s Degree or equivalent combination of education and experience preferred
Previous experience in creating and maintaining training materials preferred.
Previous experience creating ad hoc call center reports preferred.
Technical workers’ compensation policy and claims knowledge preferred.
Bilingual (fluent Spanish) preferred.

Responsibilities

Investigate and resolve escalated or difficult Customer Service complaints and calls transferred from Customer Service Unit Specialists.
Monitors phone queue activity daily for adequate coverage and adjust work schedules as needed.
Manages all administrative duties performed by Specialists to ensure accuracy and completion in a timely manner.
Participate in continual training of call center staff and side by side coaching along with updating training materials and providing leadership and mentoring to team members.
Periodically reviews operating procedures, identifies opportunities for departmental improvement, and recommends appropriate changes to Management.
Ensure that the Customer Service Specialists are delivering a high level of customer service that is consistent with the unit’s requirements and compliant with established quality assurance performance protocol through (monthly) call recording and monitoring.
Assists supervisor(s) in maintaining records or logs of unit activities including attendance, start time, errors and complaints; assists in preparing month-end reports.
Coordinate and schedule unit monthly meetings by collecting topics, transcribing meeting minutes.
Participate in tasks such as reviewing incoming resumes, behavioral interviewing, and providing input on candidate selection and performance evaluations.
Applies principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
Work productively and harmoniously with others on a consistent basis.
Respond positively to direction and feedback on performance.
Consistently maintain professional and appropriate demeanor.
Perform other duties/projects as assigned.