Customer Service Representative Lead

Job Purpose:The Customer Service Representative Lead at LIFESTREAM BEHAVIORAL CENTER is responsible for overseeing and guiding the customer service team to ensure the delivery of exceptional service to clients. This role involves managing daily operations, implementing service strategies, and acting as a liaison between clients and the organization to enhance customer satisfaction and operational efficiency.Key Responsibilities:Lead and supervise a team of customer service representatives, providing guidance, support, and training to enhance their performance and professional development.Develop and implement customer service policies and procedures to ensure consistent and high-quality service delivery.Monitor and evaluate team performance, providing feedback and implementing improvement plans as necessary to meet service goals.Handle escalated customer inquiries and complaints, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.Collaborate with other departments to streamline processes and improve service delivery, ensuring alignment with organizational objectives.Analyze customer feedback and service metrics to identify trends and areas for improvement, recommending and implementing solutions.Prepare and present regular reports on customer service operations, performance metrics, and improvement initiatives to management.Stay updated on industry trends and best practices to continually enhance the customer service experience at LIFESTREAM BEHAVIORAL CENTER.Required Education:High school diploma or equivalent is required; an associate degree is preferred.Required Experience:Minimum of One (3) year experience in office setting including the use of computer systems requiredMinimum of Three (5) years’ experience in a medical office setting preferredMinimum of One (1) year supervisory experience preferredRequired Skills and Abilities:Excellent communication skills, both verbal and written, with the ability to interact professionally with diverse groups of people.Strong problem-solving skills and the ability to think critically to resolve customer issues.Proficiency in using customer service software, databases, and tools to manage and track customer interactions.Ability to work collaboratively within a team environment and foster a positive team culture.Strong organizational skills with the ability to manage multiple tasks and priorities effectively.Empathy and patience when dealing with customers, especially in a behavioral health context.Ability to train and mentor junior customer service staff to enhance their skills and performance.LifeStream BenefitsHealth/Dental/Vision InsuranceShort Term DisabilityPension Plan403(b)PTO (Over 4 weeks your 1st year!)Flexible Work SchedulesTuition Reimbursement ProgramFree Telehealth ServicesAnd More!Important NoticeAs part of our hiring process and in compliance with Section 435.04, Florida Statutes, certain positions require a Level 2 background screening. Employment offers are contingent upon meeting applicable requirements. For more details on Level 2 background screening requirements, please visit: Florida Care Provider Background Screening ClearinghouseLifeStream is an equal opportunity employer and does not discriminate against any applicant based on age, citizenship, color, covered veteran status, disability, gender identity, genetic information, marital status, race, religion, sex, sexual orientation, or other protected status in accordance with applicable federal, state, and local laws. #J-18808-Ljbffr