Lead Customer Service Rep

1 month ago

Burbank, United States TridentCare Full time

** Lead Customer Service Rep**

**Job Category****:** Administrative **Requisition Number****:** LEADC14641 Showing 1 location **Job Details**

**Description**

* Answer incoming calls from our customers, internal and external staff.

* Accurately and promptly enter orders/information in the CRT system and all other related programs.

* Relay results to all of our customers.

* Properly fill out occurrence reports and submit them in a timely manner.

* Work efficiently within the team environment of the customer service department.

* Maintain client and patient confidentiality.

* Must go in to the laboratory when needed.

* Cross train in other departments.

* Attends to floor Supervision to ensure agents are performing and meeting customer service standards.

* Adhere to all company regulations stated in the company hand book.

* Must be aware of faxes coming thru from our clients and ensures that change of order request forms, house calls, routine orders and miscellaneous are appropriately distributed and placed in the correct baskets.

* Monitor and Assist to keep track of schedules, departure times, and breaks to ensure adequate phone coverage and shifting.

* Must monitor the main TASKE screen to ensure adequate phone coverage.

* Monitor the **Helpdesk** throughout the shift to ensure the agents are creating tickets appropriately.

* Assists to identify training issues and development of staff by providing daily guidance.

* Assist to maintain a focus on team building and motivation all staff towards providing quality customer service internally and externally.

* Assists to ensure that the targets assigned to the team is achieved.

* Assists handling and escalating complaints.

* Assists observing the work environment to ensure compliance with established work standards, policies and procedures.

* Provides feedback to supervisors regarding employees performance.

* Performs related responsibilities as required.

* Acts as primary point of contact in the absence of a supervisor.

**Qualifications**

**Skills**

**Behaviors**

**:**

**Motivations**

**:**

**Education**

**Experience**

**Licenses & Certifications**

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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