Lead Customer Service & Escalations Specialist

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution, within the appropriate timeframe , to member inquiries submitted via phone, chat, email, or fax.
• Provide support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSR’s) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls, assisting with outbound campaigns.
• Ability to work flexible hours and shifts.

Requirements GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses. College course work is desirable. Minimum of 2 years previous call center or customer service experience. Core Competencies Demonstrates expertise in handling escalated member concerns and providing Help Desk support, with a focus on effective communication and problem resolution. Proficient in identifying trends and conducting root cause analysis to enhance customer service operations. Highest-signal resume keywords Customer Service Experience Help Desk Support Problem Solving Technical Medical Knowledge Root Cause Analysis ATS Optimization Keywords Hard Skills Call Center Operations Data Analysis Technical Support Escalation Management First Call Resolution Soft Skills Communication Team Collaboration Reliability Flexibility Certifications & Qualifications GED High School Diploma Industry Keywords Customer Service Member Inquiries Escalated Issues Contract Performance Guarantees #J-18808-Ljbffr Jobtailor