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CSC Customer Service Rep Lead
2 months ago
JOB SUMMARY Provides leadership in specific projects, software's and any administrative duties as needed. Serves as a subject matter professional, monitors daily workflows, provides help for training, projects, monitors routine shift and departmental reports and brings issues of concern to management. ESSENTIAL FUNCTIONS OF THE ROLE Serves as point of escalation for front-line staff for problem resolution with customers. Training resource for all communication reps. Functions as a resource for staff in the absence of a supervisor. Helps standard work processes, promotes huddles and team-building within the service center; identifies and offers ideas for any needed improvement. Provides front-line customer help by answering CSC phones, monitoring phone queues, work order dashboards and dispatch screens for all (non 911) related services to ensure the needs of patients and employees are met. Fills in for full-time Dispatchers for full shifts when needed. Heads or participates in projects as assigned. Creates, prepares, edits and presents routine reports to departments and leadership, providing information on dispatching and other reportable activities. Performs other position appropriate duties as required in a competent, professional and courteous manner. KEY SUCCESS FACTORS Proficiency with Microsoft Office Suite. Excellent customer service skills. Ability to handle difficult situations; providing conflict resolution if necessary. Ability to remain calm and effective in a stressful, fast-paced environment. Ability to read, write and communicate in the English language. Ability to comprehend instructions, correspondence, memos and other forms of verbal and written communications. BENEFITS Our competitive benefits package includes the following: Immediate eligibility for health and welfare benefits. 401(k) savings plan with dollar-for-dollar match up to 5%. Tuition Reimbursement. PTO accrual beginning Day 1. Note: Benefits may vary based upon position type and/or level. QUALIFICATIONS - EDUCATION - H.S. Diploma/GED Equivalent - EXPERIENCE - 2 Years of Experience #J-18808-Ljbffr
