Customer Service Team Lead
5 days ago
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.
- 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.
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
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