Lead Customer Service Representative

Job Summary

Managing escalated member concerns, the full-time Lead Customer Service Representative will provide Help Desk support, resolve inquiries through various communication channels, and assist the Customer Service team while working remotely.

Key responsibilities

• Handle escalated member inquiries and provide timely resolutions via phone, chat, email, or fax
• Support the Customer Service team by operating the Help Desk and assisting with technical issues
• Identify training opportunities and trends in escalations to improve team performance and service quality

Required qualifications

• GED or High School diploma with technical medical knowledge; college coursework is desirable
• Minimum of 2 years of call center or customer service experience
• Strong analytical skills and technical acumen, including proficiency in word processing, spreadsheets, and database management
• Ability to work independently and collaboratively in a team-oriented environment
• Demonstrated leadership and customer service orientation