Customer Service - Customer Service Team Lead 105-1028 at CommunityCare

Tulsa, Oklahoma, United States -

Full Time

Start Date

Immediate

Expiry Date

17 Jun, 26

Salary

0.0

Posted On

19 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Problem Resolution, Communication Skills, Negotiating Skills, Relationship Building, Organizational Skills, Time Management, Attention To Detail, Training, Leadership, Staffing Adjustment, Troubleshooting, Microsoft Applications

Industry

Insurance

Description

JOB SUMMARY: Responsible for providing daily guidance, instruction and training to inspire the team to perform at their optimum. Will work directly with Customer Service Supervisor to create a team that works efficiently together to maximize the team’s potential. Also responsible for interacting with members, providers and other internal customers to resolve elevated problems of a complex nature. May serve as a liaison between Customer Service and other departments. Assists Customer Service Supervisors with monitoring daily queue activity to make staffing adjustment suggestions as needed. Focus on helping the team build necessary skills and knowledge so they can better support customers and the company’s mission. The successful team leader should be supportive, communicative and attentive. KEY RESPONSIBILITIES: Effectively manage escalated phone calls of the most complex nature involving multiple lines of business utilizing problem resolution skills. Prepare Customer Service Representatives to respond to customer questions and complaints and to troubleshoot problems with services or products. Assist supervisor with communicating regularly to employees any changes that have direct impact on inquiry responses. Assist walk-in members with inquiries. Ability to adapt and assist associates with organizational changes including business processes, systems and technology. Assists in actively managing the day-to-day activities of the team by monitoring call queues and wait times and directing resources as needed. Works closely with supervisors to empower team members to improve their confidence, product knowledge and communication skills. Motivate the team to achieve organizational goals that contributes to the growth of the company. Identify training needs and conduct training of team members as needed to maximize potential. Contribute to the creation of a pleasant working environment that serves to inspire the team. Assist with investigating and solving customer service complaints. Assist Customer Service Supervisor performing additional duties where needed or as directed. Performs other job related duties as assigned. QUALIFICATIONS: Thorough working knowledge of HMO plans, PPO plans, enrollment, benefits and claims. Medicare knowledge a plus. Proficient knowledge of customer service, and standard office practices and procedures. Possess strong oral and written communication skills. Confidence and skillful negotiating skills Ability to motivate employees and provide feedback that assists in evaluating performance Strong relationship building skills for motivating and inspiring team Proficient in Microsoft applications. Strong organizational and time management skills with attention to detail Bilingual a plus. Successful completion of Health Care Sanctions background check. Available to work all shifts as needed. EDUCATION/EXPERIENCE: Bachelors degree preferred Supervisory experience preferred At least 3 years of Customer Service experience required. CommunityCare is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin

Responsibilities

This role involves providing daily guidance, instruction, and training to the customer service team to ensure optimal performance and efficiency, while also handling escalated, complex interactions with members and providers. The Team Lead will assist the Supervisor in monitoring queues, making staffing adjustments, and empowering team members to improve their skills and knowledge.