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Submission for the position: CSC Customer Service Rep Lead

2 months ago

Dallas, United States Baylor Scott & White Healthcare Full time
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