New York, New york
Team Lead - Customer Service Job Opening in New York, New york - Are you looking for an exciting career as a Customer Service leader for a rapidly growing healthcare company where there are infinite opportunities to innovate and grow?
EHE, a nationwide, preventive healthcare company, is looking for a Customer Service Team Lead to lead a team of customer service representatives in our Member Services Department. This role is based in our corporate headquarters located in Rockefeller Plaza.
We are recruiting for an experienced and focused customer service professional with a great attitude and exceptional communication skills to develop, coach, inspire and empower a team of Member Services representatives.
The Team Lead will be accountable for ensuring that member service needs that arise, after the EHE physical exam, are resolved quickly and thoughtfully. This individual will supervise a team of service representatives whose outstanding service and program education will drive member loyalty and satisfaction with EHE services throughout the year.
You?ll:
Act as a player coach ? Practice what you preach, and demonstrate member service excellence by leading by example in managing issues in a way which increases member satisfaction and loyalty while boosting engagement with EHE services throughout the year
Oversee process ? Develop and maintain documentation of workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision
Coach an amazing team ? Participate in the efficient recruiting, training, coaching, and ongoing recognition of team member achievements
De-escalate ? You have a demonstrated ability to handle difficult and sensitive escalations in a high-end healthcare setting
Collaborate ? Consistently communicate with and ensure buy-in from your team in setting, achieving, and exceeding their performance targets, work closely with management and other departments to execute projects and meet client needs
Analyze ? Utilize data to evaluate team productivity and member service concerns
Performance Management ? Provide accurate and detailed quality contact evaluations, highlighting achieved performance standards and opportunities for team member improvement
Problem Solve ? Document, review, and report patient service issues; identify the underlying problem and internal source for resolution
Customer Service ? Provide client support via phone and/or e-mail in a courteous, efficient, and prompt manner to ensure optimal service and patient satisfaction
Report ? Process reporting as needed per client requirements
Represent Us! Attend client-site events, as needed
Educate ? Help educate our members on their EHE program offerings or complementary wellness offerings available through their employer
Train ? Request & participate in clinical in service sessions to further program education and patient support
Travel ? Periodically to EHE locations to maintain understanding of the onsite patient experience
Share ? Host and participate in internally-facing sessions to share team feedback
Must Haves:
Outstanding communication skills that reach and affect consumers, clients, team members, and management
Innate ability and desire to inspire a vibrant customer service team
Demonstrated facilitation experience; the ability to lead a group to a desired outcome often under high pressure conditions or along conflicting variables
Proven experience (and interest in) managing metrics, ensuring customer satisfaction
Excellent knowledge of MS Office and Web-based applications, especially Microsoft Excel
Strong business acumen
Bachelor's degree (B. A.) from four-year college or university
3-5 years as a Customer Service team lead or supervisor
2-5 years of experience as a customer service/contact center/call center representative with an additional 2-3 years of experience with training and facilitation experience or customer service supervision
Demonstrated experience leading, inspiring and empowering others to think quickly, independently, and creatively
Prior healthcare, corporate wellness, or hospitality experience is preferred, but not required
What we can offer you!
A competitive salary that is commensurate with experience. Full benefits including; Medical, Dental, 401(k), Disability, Life, Transit, Tuition Reimbursement and Gym Membership. Lastly, a great company to work for with amazing colleagues and a meaningful mission.
Job Type: Full-time
Required education:
Bachelor's
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