Lead Customer Service Representative

Job Summary

Handling escalated member concerns, the full-time Lead Customer Service Representative will provide Help Desk support for the Customer Service Team and assist with resolving inquiries submitted via various communication channels in a remote environment.

Key responsibilities:

• Manage escalated member inquiries and provide timely resolutions through phone, chat, email, or fax
• Support the Customer Service team by operating the Help Desk and assisting with technical issues
• Identify trends in escalations and collaborate with management to enhance training and improve customer service processes

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 within a team environment
• Demonstrated leadership and customer service orientation