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Customer Service Team Lead
2 months ago
We are seeking a highly skilled Customer Service Specialist to join our team at Weill Cornell Medicine. As a key member of our customer service team, you will be responsible for ensuring the day-to-day activities of the call center run efficiently.
Key Responsibilities:- Oversee staff in the absence of the Manager and provide direction as needed.
- Participate in all day-to-day activities of the call center by providing support and backup as required.
- Troubleshoot patient and staff issues and escalate difficult situations.
- Advise staff on Key Performance Indicators (KPIs) to promote areas for improvement in customer service.
- Assist in the utilization of reports from the telephone system to review call center performance and overall management of call demand.
- Anticipate and arrange for coverage during vacation, sick, or personal time.
- Develop and implement call center policies to improve operations and patient care.
- Bachelor's Degree in a related field.
- Approximately 2 years of prior related experience in a customer service lead role.
Standard office work; role will require long periods of time in a sitting position.
Weill Cornell Medicine is a comprehensive academic medical center committed to excellence in patient care, scientific discovery, and education. Our doctors and scientists are engaged in world-class clinical care and cutting-edge research that connect patients to the latest treatment innovations and prevention strategies.
