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Lead Customer Service Representative
SharecareLead Customer Service Representative managing escalated member concerns and providing Help Desk support. Collaborating with the Customer Service team and identifying training opportunities for improved performance.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on resolving escalated member concerns and providing technical support. Proficient in data analysis and communication, with a solid foundation in technical medical knowledge and computer competencies.
Highest-signal resume keywords
Customer Service ExperienceAnalytic SkillsTechnical AcumenHelp Desk SupportCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisTechnical Medical KnowledgeWord ProcessingSpreadsheet ManagementDatabase Management
Soft Skills
Problem SolvingTeam CollaborationInterpersonal Skills
Certifications & Qualifications
GEDHigh School Diploma
Industry Keywords
Call CenterEscalated IssuesRoot Cause AnalysisCustomer Service Representatives
About the role
Key responsibilities & impact- Handling escalated member concerns while also providing Help Desk support
- Researching, responding, and providing a resolution to member inquiries
- Provide support for the customer service team through the manning and operation of the Help Desk
- Serving as a resource and assisting the team of Customer Service Representatives with questions related to escalated or technical issues
- Partnering with the Customer Service Manager to identify training opportunities
- Identifying trends in escalations and preparing data used to identify root cause analysis
Requirements
What you’ll need- GED or High School diploma supplemented by technical medical knowledge
- Minimum of 2 years previous call center or customer service experience
- Ability to work effectively with all levels of management
- Possessing analytic skills and a technical acumen
- Computer competencies should include word processing, spreadsheet, and database management
- Excellent verbal and written communication skills
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development