Customer Service Representative Lead (1831)

Lifestream Behavioral Center; Leesburg (FL); On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Health/Dental/Vision Insurance

Pension Plan

403(b)

Paid Time Off

Flexible Work Schedules

Tuition Reimbursement Program

Free Telehealth Services

HRSA Loan Forgiveness Program

And More

Job summary

LifeStream Behavioral Center is seeking a Customer Service Representative III – Lead to supervise daily operations at the Leesburg outpatient facility. You will guide a team, implement service policies, and ensure high-quality customer interactions in a behavioral health setting.

The role requires at least 3 years in customer service and 1 year in leadership, with excellent communication and problem-solving skills. Full-time, on-site position with comprehensive benefits.

Qualifications

• High school diploma or equivalent; associate degree preferred.
• 3+ years in customer service, with at least 1 year in a leadership role.
• Experience in healthcare or behavioral health is a plus.

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.

Skills

Communication skills

Problem solving

Customer service software

Team collaboration

Organization

Empathy

Mentoring junior staff

Education

High school diploma or equivalent

Associate's degree preferred

Job description

Job Details

Job Location: Leesburg Outpatient - Leesburg, FL 34748
Position Type: Full Time
Education Level: High School
Salary Range: $18.24

Job Purpose

The Customer Service Representative III – Lead assumes daily clerical operation of the assigned facility. Coordinates standard operating procedures for the office and maintains a professional atmosphere.

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.

Qualifications Required Education

• High school diploma or equivalent is required; an associate's degree in a related field is preferred.

Required Experience

• Minimum of 3 years of experience in a customer service role, preferably within a behavioral health or healthcare setting.
• At least 1 year of experience in a leadership or supervisory position, demonstrating the ability to lead and manage a team effectively.
• Proven track record of handling complex customer inquiries and resolving issues efficiently.

Required 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 Benefits

• Health/Dental/Vision Insurance
• Short Term Disability
• Pension Plan
• 403(b)
• Paid Time Off(Over 4 weeks your 1st year!)
• Flexible Work Schedules
• Tuition Reimbursement Program
• Free Telehealth Services
• HRSA Loan Forgiveness Program
• And More!

Important Notice

As part of our hiring process and in compliance with Section435.04, Florida Statutes, certain positions require a Level2 background screening. Employment offers are contingent upon meeting applicable requirements. For more detailson Level 2 background screening requirements, please visit:Florida Care Provider Background Screening Clearinghouse

LifeStream is an equal opportunity employer and does not discriminate against anyapplicant based on age, citizenship, color, covered veteran status, disability, gender identity, genetic information, marital status, race, religion, sex, sexual orientation, or other protected statusin accordance withapplicable federal, state, and local laws.