Lead Customer Service Representative

LHH Recruitment Solutions is hiring customer service leads…if you are an experienced, call center customer service representative with great communication skills, a positive attitude, flexibility, effective collaboration skills, and an interest in demonstrating how to provide excellent customer service and support, then we have an opportunity for you.

2nd shift = 8:30am – 5:00pm

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  Be a primary contact for clients for day-to-day operational questions and support. Work with the Supervisor, other department personnel, and subject matter experts to execute client requests in an effective manner.

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  Actively seek information to understand circumstances, problems, expectations, and needs, for the purpose of resolving inquiries/issues. Shares and/or conveys routine and non-routine information, regarding the account(s) in question maintaining a professional demeanor in all situations.

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  Provide support, training, and technical advice to lower-level positions. Gain product knowledge and training to back up Customer Service Representatives role by servicing phone calls, performing data entry into our insurance-tracking database, and responding to emails.

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  Work to provide timely resolution/response to escalated customer/client needs. Documents processes used to correct issues.

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  Interact with customers/clients to provide information in response to complex inquiries (telephone, email, mail, etc.) about products or services.

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  Utilize computer systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting. Monitor Average Speed of Answer (ASA) to ensure adequate staffing; including scheduling department meetings and following up with representatives scheduled to take calls if not online.

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  Be responsible for the processing of complex transactions. Transaction processing may be specified by authority/guidelines.

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  Apply knowledge of policies and procedures and utilize a general understanding of the business and organization. Complies with company and regulatory guidelines.

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  Performs other duties as assigned.

Qualifications:

We Are Looking for great communication skills, a positive attitude, flexibility, effective collaboration skills, and an interest in learning how to provide excellent customer service and support.

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  High School Diploma or equivalent.

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  2-3 or more years of call center customer service or account management experience is required.

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  Previous customer service lead experience is a plus.

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  Previous insurance industry experience a plus

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  Must have a demonstrated ability to type 40+ words per minute and 8000 KPH.

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.

Equal Opportunity Employer/Veterans/Disabled

To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy

The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.