Customer Service Team Lead

5 days ago


Chicago, Illinois, United States The Chicago Lighthouse Full time
Job Summary

We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at The Chicago Lighthouse. As a key member of our healthcare call center leadership team, you will be responsible for providing a world-class patient experience to our callers.

Key Responsibilities
  • Support and drive a culture of business excellence, ensuring all employees are informed, trained, and supported in exceeding customer expectations.
  • Maintain up-to-date knowledge of all policies and procedures relating to the operations of the call center.
  • Ensure organizational compliance to HIPAA as it relates to the confidentiality of information.
  • Support efficient operations of a hybrid workforce functioning both onsite and remotely.
  • Foster an environment of constant improvement by identifying areas of opportunity and suggesting improvements to the leadership team.
  • Excel in all functions performed by Call Center Representatives, acting as a Subject Matter Expert regarding systems, policies, and procedures.
  • Train new and existing call center staff on organizational policies and departmental workflows.
  • Handle calls alongside call center agents during periods of high volume.
  • Act as primary point of contact for staff questions.
  • Perform call center Quality Assurance activities, including evaluation, documentation, and remediation of substandard call performance.
  • Monitor live call activity and ensure adequate coverage in ACD queues at all times.
  • Calmly and effectively address customer complaints and escalate concerns appropriately.
Qualifications
  • High School diploma or equivalent required.
  • Must have demonstrated excellent interpersonal and communication skills and the ability to organize simultaneous tasks.
  • Must be able to speak English clearly and professionally.
  • Must be able to type a minimum of 30 words per minute.
  • Ability to effectively work within established contractual turnaround times.
  • Proven ability to work as a member of a team is required.
  • Ability to multitask in a fast-paced environment.
  • Advanced proficiency with MS Windows and Office applications (word and excel).
  • Proven ability to learn new workflow processes, applications, and systems quickly.
Benefits

We offer a comprehensive benefit package, including:

  • 10 days paid vacation
  • 12 paid holidays
  • 6 sick days accrued over the year
  • Insurance eligibility the 1st of the month after 30 days of employment
  • Short/long term disability
  • Life insurance 2x salary
  • Employee recognition events
  • Company matched 401(k) plan


  • Chicago, Illinois, United States 2382co Full time

    Job Title: Team Lead Customer ServiceAt 2382co, we are seeking a highly skilled and experienced Team Lead Customer Service to join our team. As a key member of our customer service team, you will be responsible for leading the work activities of department team members, including training on company policies and procedures, and ensuring that customers...


  • Chicago, Illinois, United States Whole Foods Market Full time

    Job SummaryWe are seeking a highly motivated and experienced Team Leader to join our Customer Service team at Whole Foods Market. As a Team Leader, you will be responsible for leading and developing a team of Customer Service Associates, ensuring excellent customer service, and driving sales growth.Key ResponsibilitiesLead and Develop Team MembersRecruit,...


  • Chicago, Illinois, United States Burlington Full time

    Job Summary:We are seeking a highly motivated and customer-focused Customer Service Team Lead to join our team at Burlington. As a key member of our store team, you will be responsible for leading day-to-day customer service initiatives and ensuring a positive shopping experience for our customers.Key Responsibilities:Lead by Example: Model our company's...


  • Chicago, Illinois, United States Enova Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Enova International. As a Customer Service Team Lead, you will be responsible for overseeing the day-to-day functions of a team of representatives, providing guidance and support to ensure success and a quality customer experience.Key...


  • Chicago, Illinois, United States Whole Foods Market Full time

    Job SummaryWe are seeking a highly motivated and experienced Team Leader to join our Customer Service team at Whole Foods Market. As a Team Leader, you will be responsible for assisting the Team Leader in all aspects of daily operations, including cash management, expense control, buying, merchandising, labor, regulatory compliance, and special projects. You...


  • Chicago, Illinois, United States Customer Labs Full time

    Join a dynamic and innovative startup that is revolutionizing the Supply Chain sector through real-time tracking and comprehensive visibility. If you are contemplating submitting an application, please ensure you review the entire description before proceeding.About the Position:Customer Labs is seeking a driven and seasoned Customer Success Manager to...


  • Chicago, Illinois, United States Enova Full time

    {"title": "Customer Service Team Lead", "description": "**About the Role**As a Customer Service Team Lead at Enova, you will be responsible for overseeing the day-to-day functions of a team of representatives in a contact center environment. Your primary goal is to ensure a quality customer experience while driving efficiency and effectiveness.**Key...


  • Chicago, Illinois, United States Burlington Full time

    Job Summary:We are seeking a highly motivated and experienced Customer Service Lead to join our team at Burlington Stores, Inc. As a Customer Service Lead, you will be responsible for leading day-to-day customer service initiatives, inspiring and motivating associates to provide exceptional customer service, and ensuring a customer-first focus is a top...


  • Chicago, Illinois, United States Exela Enterprise Solutions Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Exela Enterprise Solutions. As a Customer Service Team Lead, you will be responsible for leading a team of customer service representatives and ensuring that they provide the highest level of service to our customers.Key ResponsibilitiesLeadership: Lead...


  • Chicago, Illinois, United States FedEx Office and Print Services Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Lead to join our team at FedEx Office and Print Services. As a Customer Service Lead, you will be responsible for providing exceptional customer service, managing production flow, and ensuring quality during and after production processes.Key ResponsibilitiesCustomer Service: Provide...


  • Chicago, Illinois, United States Burlington Full time

    {"title": "Customer Service Lead", "description": "Are you a natural leader with a passion for delivering exceptional customer experiences?We're seeking a Customer Service Lead to join our team at Burlington, a rapidly growing retail brand. As a key member of our store team, you'll be responsible for leading day-to-day customer service initiatives, inspiring...


  • Chicago, Illinois, United States FedEx Full time

    Job SummaryWe are seeking a highly skilled and experienced Customer Service Lead to join our team at FedEx Office. As a key member of our retail operations team, you will be responsible for delivering exceptional customer service, managing production flow, and providing leadership to team members.Key ResponsibilitiesProvide consultative customer service to...


  • Chicago, Illinois, United States FedEx Full time

    Job SummaryThis is a challenging and rewarding role that requires a high level of customer service skills, operational knowledge, and leadership abilities. As a Customer Service Lead at FedEx, you will be responsible for delivering exceptional customer experiences, managing production flow, and providing guidance to team members.Key ResponsibilitiesCustomer...


  • Chicago, Illinois, United States Pete's Fresh Market Full time

    About the RoleWe are seeking a highly skilled and customer-focused Customer Service Lead to join our team at Pete's Fresh Market. As a key member of our Front End team, you will be responsible for providing exceptional customer service to all guests at the Point of Sale (POS). Your primary goal will be to ensure each customer leaves our store with an...


  • Chicago, Illinois, United States Legrand NA Full time

    About the RoleWe are seeking a highly skilled and experienced Customer Service Project Lead to join our team at Legrand NA. As a key member of our Customer Service team, you will be responsible for leading customer-facing projects and ensuring seamless order management processes.Key ResponsibilitiesLead customer-facing projects from start to finish, ensuring...


  • Chicago, Illinois, United States Enova Full time

    About the Role:We are seeking a highly skilled Call Center Team Lead - Customer Service to oversee the day-to-day functions of a team of representatives. As a key member of our Operations Team, you will be responsible for teaching, training, and mentoring representatives to ensure success and a quality customer experience.Key Responsibilities:Manage metrics,...


  • Chicago, Illinois, United States Enova Full time

    We welcome all qualified candidates who are eligible to work in the United States. However, we are currently unable to sponsor visas or take over sponsorship at this time. #LI-Hybrid #BI-Hybrid Position Overview: As a Customer Escalation Team Lead, you will oversee the daily operations of our contact center's escalation team while promoting team morale and...


  • Chicago, Illinois, United States SoftServe Full time

    Job Profile SummaryWe are seeking a highly skilled Service Design Team Lead to join our Digital Transformation practice at SoftServe. As a key member of our team, you will be responsible for leading, communicating, executing, and selling SoftServe Service Design capabilities, including discovery, pre-sales design strategy, consulting, design workshops,...

  • Intake Team Lead

    2 weeks ago


    Chicago, Illinois, United States The Matian Firm, APC Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Intake Sales Closer to join our team at The Matian Firm, APC. As a key member of our business development team, you will be responsible for overseeing the operational excellence of our Intake team and ensuring the highest level of customer service for our clients.Key ResponsibilitiesTeam...

  • Customer Service Lead

    2 weeks ago


    Chicago, Illinois, United States Pete's Fresh Market Full time

    Job Summary:The Front End Customer Service Lead is responsible for providing exceptional customer service to all guests at the Point of Sale (POS). They ensure each customer leaves Pete's Fresh Market with an outstanding experience, while delivering a fast, friendly, and accurate transaction and answering any questions/concerns.Key Responsibilities:Maintain...