Customer Service Team Lead

Confidential Company  •  Warren, NJ
Salary depends on experience
Posted on 07/05/18 by Cynet Sytems
Confidential Company
Warren, NJ
Technology
Salary depends on experience
Posted on 07/05/18 Cynet Sytems

We are looking for Customer Service Team Lead for our client in Warren, NJ

Job Title: Customer Service Team Lead

Job Location: ?Warren, NJ

Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire

"US citizens and those authorized to work in the US are encouraged to apply. We are unable to sponsor H1b candidates at this time."

Job Description:

  • Our solutions offer a strategic approach to generating and presenting the information for these initiatives, including: 
  • A powerful analytic engine for running a wide range of clinical quality and cost measures to generate the information presented by our applications. 
  • Intuitive user interfaces for presenting the information to effectively engage physicians and members and to influence behavior at the point of choice. 
  • A common core technology platform that is easy to add onto, supporting the evolution of your transparency and performance management. 

Role Purpose: 

  • A Team Lead is expected to have a comprehensive understanding of our operational processes and business objectives. 
  • The person must thrive in a team environment and possess the ability to coach and mentor individuals while also maintaining the primary function of customer support. 
  • A Team Leader is expected to run reports, act as the escalation point when Customer Service Representatives (CSR) need assistance and help to ensure the quality of customer interactions. 
  • Understand and continue to enhance program support knowledge, communication skills and professionalism are essential to gain the respect and support of team members. 

Principal Accountabilities: 

  • Answer incoming calls and/or requests when required, troubleshoot, resolve issues and provide first call resolutions for clients and patients. 
  • Gain knowledge necessary to become the SME on various programs 
  • Act as a point of escalation for CSRs regarding policy, procedures and customer interactions requiring Supervisor intervention 
  • Train, coach, and mentor CSRs. Lead by example to achieve team and overall department goals 
  • Help to define/enforce best practices and support management driven initiatives 
  • Provide reports, analysis and offer recommendations for how to improve the customer experience or drive operational efficiencies 
  • Complete ad-hoc project work as defined by Supervisor 
  • Proactively identify training opportunities and provide recommended solutions to enhance the overall interaction of inbound caller experience 
  • Ability to backup Supervisor activities when required 
  • Flexibility in scheduling when requested

Keywords Terms:

Call Center Rep, Inbound Call Center Representative, Inbound Customer Service Rep, customer service representative, contact center representative, CSR, Customer Service Representative, Senior Customer Service Representative, Call Center Associate

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