Lead Customer CARE Specialist in Fort Lauderdale, FL, US at HealthTrust Workforce Solutions

Date Posted: 7/14/2019

Job Snapshot

Job Description

GENERAL SUMMARY OF DUTIES

The Customer CARE Team Lead will be responsible for ensuring excellent customer service is provided to all incoming callers and email requests, from internal and external customers.  This position will also ensure proper communication and follow-up with cross-functional Teams. This position assists customers and Customer CARE Representatives by monitoring workload in the department, including but not limited to call volume, email volume, pending uploads, escalations, expedited requests and other duties as assigned. The Team Lead will be a strong communicator who will keep the Management Team apprised of all aspects of the department as well as making suggestions for problem resolution and department improvements. 

SUPERVISOR – Customer CARE Manager

Supervises – None

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

  • Answers incoming inquiries from DHPs/VPros, Facilities and Agencies by clarifying desired information; researching, locating, and providing essential information
  • Resolves problems by clarifying issues; researching and exploring answers and determining alternative solutions
  • Will assist in the training, one-on-one meetings and daily workload assignment of the Customer CARE reps and affiliated departments.
  • Escalates unresolved problems to Management when necessary for resolution
  • Accurately record and report on all follow up activities revolving daily tasks
  • Follow up via phone and email to escalations and expedited requests
  • Act as a backup to data Entry/Reporting team in monitoring and effectively maintaining the volume of all DHP Credentialing mailboxes.
  • Maintains set quality standards for both email and verbal communication
  • Creates ad hoc reports as requested
  • Maintains privacy and confidentiality (intentional or unintentional) of company and employee information in verbal, written, and electronic form. Limits access to all information to job-related on a need to know basis
  • Participates in special projects as needed and performs other duties as assigned.
  • Notifies Management of trends affecting the department and/or service levels
  • Other duties as assigned

Job Requirements

KNOWLEDGE, SKILLS & ABILITIES – This position requires the following minimal requirements:

  • Excellent customer focus and customer CARE skills
  • Outstanding listening, phone and written skills
  • Strong sense of urgency in problem resolution and workload assessments
  • Ability to build relationships with internal and external customers
  • Strong people skills
  • Ability to multi-task and prioritize
  • Ability to work well within a team environment and independently
  • Strong knowledge and experience with Microsoft Office, Outlook, Excel, general office products
  • Ability to learn new software programs
  • Possesses strong organizational Skills
  • Exhumes confidence in the team and in themselves
  • Is respectful to others
  • Has the ability to influence
  • Is a Master at Multi-tasking
  • Is ALWAYS willing to learn and receive feedback
  • Has the utmost integrity
  • Customer First-mentality
  • No disciplinary action in the last 6 months

 

EDUCATION – High school education or GED Equivalent Required

  • EXPERIENCE – One to three years leading prior teams or projects

CERTIFICATE/LICENSE – None

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