Lead Customer Service Specialist

Job Description

Job Description

About Company:

McAlester Regional Health Center is a community-focused healthcare organization committed to delivering compassionate, high-quality care to southeast Oklahoma. With a strong history of service and growth, MRHC is dedicated to improving the health and well-being of the communities we serve while investing in the development of our employees. Guided by values of teamwork, integrity, and excellence, we foster a supportive and inclusive workplace where every team member is valued. At MRHC, employees have the opportunity to make a meaningful difference every day while building a rewarding career in healthcare.

About the Role:

The Lead Customer Service Specialist plays a pivotal role in ensuring exceptional customer experiences by leading and mentoring a team of customer service representatives. This position is responsible for overseeing daily operations within the customer service department, ensuring that all customer inquiries and issues are resolved efficiently and effectively. The role requires collaboration with cross-functional teams to implement process improvements that enhance service quality and customer satisfaction. The Lead Customer Service Specialist also analyzes customer feedback and performance metrics to identify trends and develop strategies for continuous improvement. Ultimately, this role drives the delivery of outstanding service that supports customer retention and promotes the company’s reputation in the marketplace.

Minimum Qualifications:

• High school diploma or equivalent.
• Minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or leadership capacity.
• Strong knowledge of customer service principles, practices, and technologies.
• Excellent verbal and written communication skills.
• Proficiency with customer relationship management (CRM) software and Microsoft Office Suite.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, or related field preferred.
• Experience in a lead or managerial role within a customer service environment.
• Familiarity with data analysis tools and techniques to interpret customer service metrics.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working in a remote or hybrid work setting.

Responsibilities:

• Supervise and support a team of customer service representatives to meet and exceed performance goals.
• Handle escalated customer inquiries and resolve complex issues with professionalism and empathy.
• Monitor daily operations to ensure timely and accurate responses to customer requests across multiple channels.
• Train new team members and provide ongoing coaching to enhance skills and knowledge.
• Collaborate with other departments to address systemic issues and improve overall customer experience.
• Analyze customer feedback and service metrics to identify areas for improvement and implement corrective actions.
• Develop and maintain customer service policies and procedures to ensure consistency and compliance.
• Prepare regular reports on team performance, customer satisfaction, and operational challenges for management review.

Skills:

The Lead Customer Service Specialist utilizes strong communication skills daily to effectively interact with customers and team members, ensuring clarity and professionalism in all exchanges. Leadership and coaching skills are essential for guiding the team, fostering a positive work environment, and driving performance improvements. Analytical skills are applied to interpret customer feedback and service data, enabling informed decision-making and strategic planning. Proficiency with CRM software and other digital tools supports efficient case management and tracking of customer interactions. Additionally, problem-solving abilities are critical for resolving escalated issues promptly and maintaining high customer satisfaction levels.