Customer Service Coach

Job Summary

A company is looking for a Customer Service Coach to provide support and coaching to Customer Service Representatives.

Key Responsibilities

• Provide real-time assistance to CSRs and resolve complex member issues
• Monitor team performance against quality and productivity metrics
• Coach CSRs through hands-on guidance and support process improvement initiatives

Required Qualifications

• High School Diploma or GED (Bachelor's degree preferred)
• 1 year of experience with Allegiance processes and systems
• 1+ year of coaching and/or leadership experience preferred
• Proficiency with Microsoft Word, Outlook, and WebEx
• Experience with medical terminology and basic health insurance concepts preferred