Customer Service Team Lead for Medicare Helplines

4 weeks ago


Virginia Beach, Virginia, United States Livanta Full time

Job Summary

We are seeking a highly skilled Customer Service Team Lead to oversee the Medicare Helplines at Livanta. The ideal candidate will have strong leadership skills, excellent communication abilities, and a passion for delivering exceptional customer service.

About the Role

The Customer Service Team Lead will be responsible for leading a team of Patient Service Representatives (PSRs) to provide high-quality customer service to Medicare beneficiaries. Key responsibilities include:

  • Supervising and coordinating daily activities to ensure team performance meets Livanta's standards and contractual requirements.
  • Coaching team members to improve customer service practices and ensure excellent phone etiquette.
  • Conducting quality assurance audits to ensure accuracy and timeliness of work products.
  • Handling escalated calls and resolving complex customer issues.
  • Providing feedback, technical assistance, and moral support to team members.
  • Initiating and coordinating ongoing training for new and existing staff.
  • Helping develop and implement new procedures to ensure accuracy and integrity of Call Center processes.
  • Exercising sound judgment and independence in performance of all required functions.

About the Team

The Customer Service Team Lead will work closely with the Call Center Manager to ensure seamless operations and high-quality service delivery. This role requires flexibility and a proactive approach to covering services, including extended hours, weekends, and holidays.

About Livanta

Livanta is a leading provider of Medicare services, and we are committed to delivering exceptional customer experiences. Our team is passionate about making a difference in the lives of Medicare beneficiaries, and we are seeking like-minded individuals to join our team.

What We Offer

We offer a competitive salary of $20.67 per hour, as well as opportunities for growth and development. Our team members enjoy a dynamic work environment, collaborative culture, and recognition for their achievements.

How to Apply

If you are a motivated and customer-focused individual with a passion for leading high-performing teams, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter outlining your qualifications and experience.

Estimated Salary: $20.67 per hour

Location: Virginia Beach, VA



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