Customer Relations Team Lead: Mentoring & Resolution Expert

Hawaii Medical Service Association; Keaau (HI); On-site; USD 42,000 - 78,000; Full time

Job summary

Hawaii Medical Service Association is seeking a Customer Relations mentor to guide servicing representatives, enhance first call resolution, and ensure accurate, timely customer outcomes. The role emphasizes coaching, problem solving, and collaboration across HMSA teams to deliver exceptional member and provider experiences.

The incumbent will coach frontline staff, analyze complex calls, and drive quality assurance initiatives while upholding HMSA’s core values and service standards in Hawaii.

Qualifications

• Associate's degree and three years of customer servicing experience, or equivalent combination of education and related work experience.
• Strong verbal, written, and interpersonal communication skills.
• Strong critical thinking, researching, decision making and problem-solving skills.
• Proficient in Microsoft Office applications (Excel, Word, Outlook, PowerPoint).

Responsibilities

• Mentor servicing representatives to ensure the best customer experience by providing coaching and QA audits.
• Be available for questions and circulate on the floor to guide conversations and instruction.
• Analyze problems and create end-to-end resolutions with knowledge of HMSA policies and processes.
• Coordinate with HMSA departments and external contacts to resolve customer inquiries efficiently.
• Support inbound calls and other channels while maintaining high service levels and first-contact resolution goals.
• Create monthly KPI reports and review performance with supervisors to share best practices.
• Handle elevated irate/complaint calls and assess root causes to resolve issues effectively.

Skills

Verbal & written communication

Critical thinking

Microsoft Office

Education

Associate's degree + 3 years customer service

Tools

Microsoft Office

Job description

Hawaii Medical Service Association is seeking a Customer Relations mentor to guide servicing representatives, enhance first call resolution, and ensure accurate, timely customer outcomes. The role emphasizes coaching, problem solving, and collaboration across HMSA teams to deliver exceptional member and provider experiences.

The incumbent will coach frontline staff, analyze complex calls, and drive quality assurance initiatives while upholding HMSA’s core values and service standards in Hawaii.