Customer Service Team Lead: Coach Escalations & Growth

CommunityCare, Inc.; Tulsa (OK); On-site; USD 42,000 - 64,000; Full time

Job summary

CommunityCare, Inc. in Tulsa, OK seeks a proactive Team Leader to guide the customer service group and collaborate with the Customer Service Manager. You will help resolve complex member and provider issues and support efforts to maximize team performance.

The role focuses on coaching, communication, and operational efficiency, with exposure to healthcare-related benefits, claims, and enrollment processes. Strong leadership and problem-solving are essential.

Qualifications

• Proven experience in customer service leadership.
• Ability to motivate and coach team members.
• Strong written and oral communication skills.

Responsibilities

• Manage escalated calls and complex inquiries across lines of business.
• Prepare representatives to respond to questions and troubleshoot problems.
• Communicate changes to staff and adjust staffing as needed.
• Assist walk-in members with inquiries.
• Monitor call queues and wait times; direct resources accordingly.
• Empower team to improve confidence, product knowledge and communication.
• Motivate team to achieve organizational goals.
• Identify training needs and conduct training as needed.
• Contribute to a positive, inspiring work environment.
• Investigate and resolve customer service complaints.

Skills

Team leadership

Customer service

Coaching

Communication

Negotiation

Relationship building

MS Office

Time management

Bilingual a plus

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

Microsoft Office

Job description

CommunityCare, Inc. in Tulsa, OK seeks a proactive Team Leader to guide the customer service group and collaborate with the Customer Service Manager. You will help resolve complex member and provider issues and support efforts to maximize team performance.

The role focuses on coaching, communication, and operational efficiency, with exposure to healthcare-related benefits, claims, and enrollment processes. Strong leadership and problem-solving are essential.