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Customer Service Team Lead

Orlando, Florida 32803 | Direct Hire

Post Date: 04/23/18 Job ID: 14749 Industry: Administrative

A healthcare company in the Baldwin Park area is looking for a Customer Service Team Lead. They offer a great benefits package, opportunity for growth and good working environment. 

MINIMUM REQUIREMENTS:

  • Minimum of three (3) to five (5) years’ experience in previous Customer Relationship, Service Desk, Project Management or Account Management position.
  • Previous experience leading teams to successful results
  • Comfortable working one-on-one with employees to discuss situations and feedback.
  • A passion for details, clear communication, and processes that work
  • Capable of building good rapport with customers and leadership teams 
  • A cheery disposition when solving disputes and problem solving  

PREFERENCES:

  • Salesforce knowledge a plus
  • Strong Excel skills a plus
  • Medical experience a plus
  • Call center leadership a plus

JOB DESCRIPTION:

Mid-level management position who will assist in overseeing the Customer Service Agents. This person will fill-in when the manager is unavailable. Must be patient, a leader and able to gain respect of others.

  • Drive the daily effectiveness of Agent Engagement, Team Responsiveness, and Customer Satisfaction
  • Monitor and proactively impact the Customer Care schedule, volume, and case related core metrics.
  • Act as the 2nd level of escalation on the best next action
  • Coordinate the resolution and participation of required departments to resolve customer disputes.
  • Develop training and coaching to assist in the growth of customer care team members
  • Partner with customer service operations manager to develop processes and systems to reduce customer effort during the case creation and resolution process.
  • Use data and reports to effectively provide organizational direction and solutions to improve performance and drive positive results.

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