Customer Service Team Lead & Training Coach

CommunityCare; Tulsa (OK); On-site; USD 42,000 - 65,000; Full time

Job summary

CommunityCare in Tulsa, OK is seeking a Team Leader for Customer Service to guide a dedicated team and drive performance. You will work closely with the Customer Service Manager to inspire collaboration and achieve service goals.

Responsibilities include coaching representatives, handling escalated inquiries, and coordinating with other departments to resolve complex issues. Strong communication, leadership, and health-plan knowledge are essential for success.

Qualifications

• 3+ years of customer service experience required.
• Supervisory experience preferred.
• Knowledge of HMO/PPO enrollment, benefits and claims.
• Medicare knowledge a plus.
• Strong oral and written communication skills.
• Ability to motivate employees and provide feedback.
• Strong relationship building skills.
• Proficient in Microsoft Office.
• Bilingual a plus.
• Background check: Health Care Sanctions.
• Available to work all shifts.

Responsibilities

• Effectively manage escalated calls involving multiple lines of business.
• Prepare CSRs to respond to questions and troubleshoot services.
• Communicate changes that impact inquiry responses.
• Assist walk-in members with inquiries.
• Adapt to organizational changes in processes and technology.
• Monitor day-to-day activities and adjust staffing as needed.
• Empower team members to improve confidence and knowledge.
• Motivate the team to achieve organizational goals.
• Identify training needs and conduct training.
• Contribute to a pleasant working environment.
• Investigate and resolve customer service complaints.
• Perform additional duties as directed.

Skills

Customer service knowledge

Oral and written communication

Negotiation skills

Motivate employees

Relationship building

Microsoft Office

Bilingual

Time management

Education

High School diploma or equivalent

Bachelor’s degree preferred

Supervisory experience preferred

At least 3 years of Customer Service experience

Tools

Microsoft Office

Job description

CommunityCare in Tulsa, OK is seeking a Team Leader for Customer Service to guide a dedicated team and drive performance. You will work closely with the Customer Service Manager to inspire collaboration and achieve service goals.

Responsibilities include coaching representatives, handling escalated inquiries, and coordinating with other departments to resolve complex issues. Strong communication, leadership, and health-plan knowledge are essential for success.