Lead Customer Service Representative

Jobtailor; Somerville (MA); On-site; USD 42,000 - 64,000; Full time

Job summary

Jobtailor is seeking a dedicated Help Desk and Customer Service Specialist to handle escalated member concerns and provide strong support to the Customer Service Team. You will research, respond to inquiries, and work toward timely resolutions while serving as a reliable point of contact for members.

The role requires effective communication, problem-solving, and collaboration with CSRs to improve first-contact resolution and overall customer experience.

Qualifications

• Has experience handling escalated member concerns and providing Help Desk support.
• Able to research, respond, and resolve inquiries within set timeframes.
• Supports Customer Service Team through Help Desk operations.
• Assists CSRs with escalated or technical questions.
• Acts as a reliable point of contact to keep members informed on progress.

Responsibilities

• Handle escalated member concerns and provide Help Desk support.
• Research, respond to, and resolve inquiries submitted via phone, chat, email, or fax.

Skills

Customer service

Call center

Escalation handling

Problem resolution

Education

GED or High School diploma

College coursework desirable

Tools

Help Desk software

Job description

Responsibilities

• Handling escalated member concerns while also providing Help Desk support for the Customer Service Team.
• Researching, responding, and providing a resolution within the appropriate timeframe to member inquiries submitted via phone, chat, email, or fax.
• Providing support for the customer service team through the manning and operation of the Help Desk.
• Serving as a resource and assisting the team of Customer Service Representatives (CSRs) with questions related to escalated or technical issues.
• Being a reliable point of contact for members by keeping them updated on steps being taken to research and resolve any unsettled concerns.
• Partnering with the Customer Service Manager to identify training opportunities that improve CSR problem solving steps, technical understanding, and first‑call resolution.
• Identifying trends in escalations and preparing data used to identify root cause analysis.
• Supporting contract performance guarantees by performing other duties as deemed necessary; answering inbound calls and assisting with outbound campaigns.
• Operating flexible hours and shifts as required.

Qualifications

• GED or High School diploma supplemented by technical medical knowledge, specialized secretarial and/or computer courses.
• College coursework is desirable.
• Minimum of 2 years of previous call center or customer service experience.

Demonstrates expertise in handling escalated member concerns and providing Help Desk support, with a focus on effective communication and problem resolution. Proficient in identifying trends and conducting root cause analysis to enhance customer service operations.