Customer Service Team Lead

1 day ago


Bremerton, Washington, United States Kitsap Mental Health Services Full time
Job Summary

Kitsap Mental Health Services is seeking a highly experienced Customer Service Team Lead to oversee the daily operations of our front desk, call center, and centralized scheduling departments. As a key member of our team, you will be responsible for ensuring high-quality customer service is provided to our clients.

Key Responsibilities
  • Customer Service Operations: Assist the Client Contact Manager with the daily operation of the Customer Service Representative (CSR) departments, ensuring that all clients receive exceptional service.
  • Training and Development: Participate in planning and conducting training and onboarding materials to ensure that all CSR staff are knowledgeable of all current processes.
  • Task Management: Work with the Client Contact Manager to streamline and prioritize routine tasks, ensuring that all tasks are completed efficiently and effectively.
  • Issue Resolution: Resolve any identified issues that CSR staff cannot handle, providing timely and effective solutions.
  • Staff Development: Act as a resource and role model for CSR staff, helping to ensure their development and growth within the organization.
  • Communication: Promote the enhancement of positive staff morale by facilitating timely responses to problems and ensuring thorough and accurate internal communications.
  • Compliance: Maintain all required lobby postings, ensuring that they are up-to-date and available in multiple languages.
  • Confidentiality: Disclose limited client information as necessary, adhering to HIPAA privacy and security standards and logging all disclosures in detail according to agency policy and procedures.
Requirements
  • Education: High School Diploma or GED
  • Experience: Experienced (minimum 1 year of job-related experience)
  • Skills: Experience with call centers and customer service management, as well as experience using an Electronic Medical Record (EMR)


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