Customer Service Team Lead

22 hours ago


Fort Worth, Texas, United States McKesson Cork Full time
Job Summary

The Customer Service Team Lead is a key member of the McKesson Cork team, responsible for providing exceptional customer service and support to our clients. As a Team Lead, you will be responsible for leading a team of customer service representatives, providing guidance and support to ensure that our clients receive the highest level of service.

Key Responsibilities
  • Lead a team of customer service representatives, providing guidance and support to ensure that our clients receive the highest level of service.
  • Respond to customer inquiries and resolve issues in a timely and professional manner.
  • Develop and implement process improvements to increase efficiency and productivity.
  • Collaborate with internal stakeholders to ensure seamless communication and resolution of customer issues.
  • Provide coaching and training to customer service representatives to enhance their skills and knowledge.
  • Monitor and analyze customer feedback to identify areas for improvement.
Requirements
  • Associate degree (A.A.) or equivalent from two-year College or technical school; one-year related experience and/or training; or equivalent combination of education and experience.
  • Five years call center experience; PBM, Health Plan, or Healthcare background preferred.
  • Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs.
  • Experience with Windows based SharePoint and database programs is also required.
Competencies
  • Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; accepts feedback to improve service; Responds to requests for service and assistance; Meets commitments.
  • Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
  • Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well.


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