TITLE: Lead Customer Service Representative

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  Answer incoming client inquiries via various contact methods to respond to inquiries from commercial entities about the secondary payer processes, including any correspondence sent out about the potential debt.
• Lead CSR’s will leverage the Benefits Coordination & Recovery (BCRS) system to access, process, and update caller information.
• Effectively communicate to peers, technicians and client using vocal, written, questioning and listening skills
• Ensure that proper verification, and validation are used to identify each caller, and ensure right party contact in order to protect confidential information.
• Responsibilities may include handling e-mail requests, correspondence requests for the following BCRS Work Types: Authorizations (aka “Letter of Authorization”), QA Portal Authorizations (including weekly and monthly reporting), Incoming Status Letters (“ISLs”), and Call Center Escalations.
• Document and track activity, and clearly communicate responses in a customer centric manner.
• The Lead CSR may be assigned other duties.
• Expertise in customer care and analytical skills are needed to accurately understand a caller’s issue and provide a timely and accurate response.

• Assists Call Center Supervisor with call center operations and activities
• Supervises a team of both remote and onsite CSR’s
• Receives feedback from Quality Assurance and uses the information to improve team members’ performance
• Assists in the training and development of their team
• Ensures that their team is aware of updates addressed to them by Call Center Management
• Monitors team performance metrics and coaches individual Enrollment Specialists to meet goals
• Acts as a resource to their team by answering questions about operations and by recommending resolutions for customer complaints
• Is attentive to call center morale and works to improve general mood
• Brings team grievances to Call Center Management for resolution
• Addresses escalated customer complaints and works for an acceptable resolution which serves the customer consistently with InspiriTec needs and values
• Monitor team attendance and report excessive deviations from schedule to Call Center Supervisor
• Monitor inbound call queue to ensure timely answering of calls and to ensure all staff are assisting with volume, adjusting individual breaks to meet demand

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  Strong customer service background
• Experience training and coaching employees for performance improvement
• Experience leading teams with remote staff
• Computer literacy, including the ability to learn new software quickly and help others learn it
• Ability to multitask without becoming overwhelmed in a busy environment
• Ability to work as part of a team of diverse individuals, as well as lead independently
• Strong communication skills and attention to detail when conveying information
• Ability to work effectively, compassionately, and diplomatically with:
  • Persons with disabilities
  • InspiriTec Call Center customers

• Normal office environment with little exposure to dust, noise, temperature, and the like
• Extended viewing of computer screens
• Position requires the ability to work various hours Monday through Friday
• On site only not a remote position

EEO/disability/vets