Senior Lead Customer Service Representative

Premier Financial Management Services; Chicago (IL); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading organization is seeking a Senior Lead Customer Service Representative to enhance customer service operations. The role involves developing knowledge bases, mentoring staff, and ensuring effective communication with stakeholders. Ideal candidates will have a strong technical background and excellent communication skills.

Benefits

Health insurance with Company Contributions

HSA

Holiday Pay

Paid time off

Vision insurance

Critical Illness

Hospital Indemnity

401(k) with Company match

Life insurance

Long- and Short-Term Disability insurance

Parental leave

FMLA

Qualifications

• 4-6 years of experience in a call center environment.
• Strong technical background and client-first mentality.

Responsibilities

• Develop and maintain job aids for the Customer Service Team.
• Mentor the Customer Service Team to improve customer satisfaction.
• Evaluate existing processes for improvements.

Skills

Analytical Skills

Communication

Organizational Skills

Tools

Microsoft Office

Job description

AssuranceSD is a mission-driven organization providing administrative services that enable individuals to take ownership of their personal care services, ensuring that they receive quality and comprehensive care with minimal disruption. Our mission is to help strengthen communities by enabling individuals to elect and manage their care programs, including how, when, where, and who delivers these services. This helps care
recipients retain their dignity during often challenging times and ensures they receive the most appropriate services for their specific situation. Through facilitating self-directed home and community-based services, AssuranceSD improves the standard of home care available to aging seniors and individuals with special needs.

• Health insurance with Company Contributions
• HSA
• Holiday Pay
• Paid time off.
• Vision insurance
• Critical Illness
• Hospital Indemnity
• 401(k) with Company match
• Life insurance
• Long- and Short-Term Disability insurance
• Parental leave
• FMLA

JOB DESCRIPTION SUMMARY:

The Senior Lead Customer Service Representative is responsible for developing and maintaining job aids for the Customer Service Team. Job Aids include a Knowledge Base, Decision Tree, and formalized processes. The Senior Lead Customer Service Representative is also responsible for evaluating opportunities to replicate aids across the AssuranceSD family of brands. Additionally, they will assist Premier’s customers with answering questions about HR documents, vendor applications, payroll questions, and/or questions pertaining to timesheets/claims via the phone and email. The Lead Customer Service Representative is also responsible for providing support to program stakeholders, in-depth knowledge of program rules and responsibilities, partnering with external stakeholders to ensure program satisfaction as well as communicating effectively with team members and management.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES:

•Create a Customer Service Knowledge Base, accessible to all program support staff. The Knowledge Base is inclusive of commonly asked questions, simple step-by-step instructions on troubleshooting customer inquiries.

•Create a Decision Tree for incoming customer inquiries, to be utilized by Customer Service staff in determining appropriate next steps to achieve first-call resolution.

•Evaluation of existing processes and necessary process improvements to support an increase in first-call resolution.

•Mentorship of the Customer Service Team with a centralized focus on troubleshooting and minimizing handoffs across staff and teams in achieving customer satisfaction.

•Development of replicable processes and aids across the AssuranceSD family of brands.

•Read, prioritize, and summarize all correspondence including mail, email, and phone calls.

•Answering incoming calls from customers professionally and responding to customer inquiries and complaints.

•Provide timely and accurate information to incoming and outgoing communication to stakeholders.

•Serve as a secondary point of contact for escalated calls and grievances, completing outbound communication as required.

•Completing all customer service communication through our designated phone system.

•Demonstrates a thorough knowledge and adherence to the policies and procedures of Premier FMS.

•Manage call back and escalation requests submitted by internal and external stakeholders into the ticketing system.

•Use available resources efficiently to assess the customer’s issue and recommend valid solutions.

•Review and analyze call center reports and provide feedback to management regarding trends and necessary process improvements.

•Provide team member mentoring through the use of side-by-side shadowing, team follow-ups, and reviewing established metrics.

•Contribute to the development and delivery of training during onboarding and ongoing training needs.

•Contribute to identification and implementation of process improvements.

•Complete Quality Assurance of calls as assigned monthly.

•Represent Premier and other AssuranceSD businesses during assigned presentations.

•Monitor incoming call queues, queue wait times and intervene where necessary.

•Escalate unresolved issues to the appropriate team member and/or supervisor.

•Follow up on any customer issues requiring additional research.

•Performs other duties as assigned or needed.

T he above statements are intended to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

POSITION QUALIFICATIONS:

•4-6 years of experience in a call center environment with a strong technical background.

•Excellent listening, verbal, and written communications.

•Ability to effectively communicate with all levels within the organization.

•Strong analytical and judgment skills

•Organized, flexible, attention to detail.

•Proficient in Microsoft Office suite of programs

•High degree of professionalism and confidentiality regarding all aspects of the position and its responsibilities

•Ability to juggle and prioritize multiple, often competing, priorities in a fast-paced environment;

•Client-first mentality with the ability to interact with internal and external clients at all levels.

•Supportive of team concept.

Equal Employer Opportunity Statement:We are an equal opportunity workplace, committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law. We are committed to diversity, equity and inclusion, both in our hiring practices and in our experiences as a AssuranceSD employee. We strive to create a mindful and respectful environment where everyone can bring their authentic self to work, and experience a culture free of harassment, racism, and discrimination.

Disclaimer:This job description indicates the general work necessary to adequately execute core job responsibilities. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.