Customer Service Representative
Capital Blue Cross
React
Salary
💰 $110,000 - $120,000 per year
Job Level
Mid-LevelSenior
Tech Stack
CloudServiceNow
About the role
- Oversee day-to-day operations of the customer support team, ensuring timely and effective assistance.
- Lead, coach, and develop the customer support team, providing guidance and regular feedback.
- Assign and monitor workloads, ensuring inquiries are handled efficiently and service quality is maintained.
- Track and report on team performance using key metrics (response times, resolution rates, customer satisfaction).
- Identify opportunities to improve processes and implement best practices to enhance team efficiency.
- Collaborate with peers and other departments to resolve customer issues and ensure a seamless support experience.
- Handle escalated customer concerns, ensuring professional and effective resolutions.
- Support development of training materials and ensure team members are up to date on products, policies, and procedures.
- Provide feedback and insights to improve products and services based on customer interactions.
Requirements
- Bachelor’s degree in Business, Management, or a related field preferred (or equivalent experience).
- 5–7 years of experience in customer support or related roles, including 2–3 years in a supervisory or team lead capacity.
- Proven ability to lead and develop high-performing teams.
- Strong knowledge of customer service best practices.
- Excellent problem-solving and conflict resolution skills.
- Strong communication skills, both verbal and written.
- Proficiency with customer support software, CRM systems, and related tools.
- Experience managing a customer support team in a SaaS or tech environment.
- Familiarity with help desk software (e.g., Zendesk, Freshdesk, ServiceNow) and CRM tools.
- Proven track record of improving customer satisfaction scores (CSAT, NPS, CES).
- Experience implementing or supporting self-service solutions (knowledge bases, chatbots, FAQs).
- Exposure to workforce management tools for scheduling and capacity planning.
- Ability to analyze customer feedback and operational data to drive improvements.
- Professional certifications (e.g., HDI Support Center Manager, ITIL Foundation) are a plus.
