Lead Escort 230p-11p rotating weekends and holidays

Mass General Brigham•Boston, MA

6d•Onsite

About The Position

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. This role does not require patient care.

Requirements

Some High School Completed required
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.

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.