Team Lead, Customer Relations & First-Call Resolution

Hawaii Medical Service Association; Hawaii; In loco; USD 42.000 - 78.000; Tempo pieno

Descrizione del lavoro

Hawaii Medical Service Association in Hawaii is seeking a customer relations professional to mentor representatives and ensure top-notch service. You will analyze complex inquiries, coordinate resolutions with HMSA and external contacts, and drive performance metrics across the contact center.

Responsibilities include handling escalated calls, generating monthly KPI reports, and supporting HMSA's mission with a customer-centric approach. A degree and 3+ years in customer service are required.

Competenze

• Associate degree and 3+ years in customer service, or equivalent experience.
• Strong verbal, written, and interpersonal communication skills.
• Strong critical thinking, researching, decision making and problem-solving skills.
• Basic working knowledge of Microsoft Office applications (Excel, Word, Outlook, PowerPoint).

Mansioni

• Mentor servicing representatives to ensure the best customer experience and provide coaching.
• Be available for questions and circulate the floor to guide conversations.
• Analyze problems and create end-to-end resolutions with HMSA knowledge.
• Coordinate with HMSA areas and external contacts to resolve needs.
• Support inbound calls and other channels while maintaining high service levels.
• Generate monthly reports on performance indicators and trends.
• Handle elevated irate/complaint calls and provide appropriate resolutions.
• Collaborate with management to support HMSA's mission; perform other duties.

Conoscenze

Verbal communication

Written communication

Interpersonal skills

Critical thinking

Problem solving

Formazione

Associate's degree

Strumenti

Microsoft Office

Descrizione del lavoro

Hawaii Medical Service Association in Hawaii is seeking a customer relations professional to mentor representatives and ensure top-notch service. You will analyze complex inquiries, coordinate resolutions with HMSA and external contacts, and drive performance metrics across the contact center.

Responsibilities include handling escalated calls, generating monthly KPI reports, and supporting HMSA's mission with a customer-centric approach. A degree and 3+ years in customer service are required.