Customer Service Team Lead
Company: Heya
Location: Ciudad de Panamá, Panama
Salary: 1250 - 1550 per month
Employment Type: Tiempo Completo
Job Description
Customer Service Team Lead
Location: Ciudad de Panamá, Panama
Company: Heya
Salary: 1250 – 1550 per month
Date: 2024-09-30
Título del Trabajo: Customer Service Team Lead
Empresa: Heya
Descripción del Trabajo
Detalle del aviso:Job Summary:The Customer Service Team Lead will assist in coordinating the day-to-day work function of the Customer Service team, provide technical support to team members; investigate, review, and resolve complex or escalated issues.Duties and Responsibilities:
- Assist in the management of daily operations within the Customer Service department including support of workforce management, skilling assignment, proactive determination of training needs
- Act as a first point of contact for Customer Service Representative (CSR) associates.
- Coach and motivate employees to meet and exceed all departmental goals.
- Handle first level escalations that cannot be resolved via CSRs by researching, troubleshooting, following up, and resolving client, member, or provider inquiries and problems.
- Maintain a strong knowledge of plans and services for all clients, members, and providers.
- Monitor random calls and correspondences to improve quality and to minimize CSR errors.
- Continuously contribute towards organizational process improvement initiatives.
- Assist in training employees in departmental processes.
- Provide technical and system training for staff.
- Promote a positive work environment and exemplify professional behavior when interacting with associates at all levels of the organization and external contacts.
- May answer calls or address correspondence as needed.
Required Knowledge, Skills, and Abilities:
- High School Diploma or equivalent.
- 2 years of customer service experience; preferably in a healthcare setting.
- 1 year of experience in a senior role where team support and specialized support skills are utilized is preferred.
- Knowledge of benefits administration and terminology.
- Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint.
- Communicate clearly and professionally with internal and external customers.
- Make decisions using available resources and sound judgment.
- Maintain confidentiality and discretion.
- Share knowledge with associates by effectively communicating and providing follow-up.
- Team leader and team player
- Attention to detail
- Problem Solver
- Prioritize and plan work activities to use time efficiently.
- Strong written and verbal English and Spanish Communication skills
- Eligible to work in Panama with a valid work permit
Information about position:Available for two shifts (Monday to Friday 8 am to 5 pm EST / 1 2 am to 8 pm EST)Salary Range $ 1 2 5 0 to $ 1 5 5 0On-Site Panama City, PanamaCompany will provide Computer