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The lead customer service representative must possess the ability to establish and maintain a
cooperative working relationship with managers, supervisors, and peers.
The individual chosen for this role must be able to meet customer service performance
targets and will have demonstrated an enhanced capability in communication, awareness,
integrity and relationship building and seek to increase their proficiency in developing leadership
skills.
The individual selected for this role must be trained in multiple skills to be able to assist peers as
needed. The individual must be willing to disrupt their assigned off phone duties and jump back
into the queue to assist with increases in call volume. The individual must be coachable and
willing to learn
ESSENTIAL FUNCTIONS & RESPONSIBILITES:
Perform the work of customer service representative to accomplish work related goals.
Manage incoming calls efficiently and assess caller’s needs to achieve satisfaction.
Act as a point of escalation when agents have a difficult caller
While in assigned project work, the lead may assist supervisor with various tasks,
including training and participating with the daily performance of customer service staff.
Research and review accounts for accuracy; prepare reports and communicate progress to
the supervisor and manager.
Demonstrate courteous and cooperative behavior when interacting with visitors, staff,
supervisors and managers.
Maintain confidentiality of work related issues and CorVel information.
Multi-tasking and performing efficient time management.
Communicating effectively, both verbally and in writing.
KNOWLEDGE & SKILLS:
Must be proficient at the customer service position and have minimal errors
Must maintain and manage above average not ready times
Must have good attendance (less than 7 absences in one calendar year)
Must be able to multi-task in a fast-paced environment
EDUCATION & EXPERIENCE:
Must be trained in all intake skills
Must have been in their current role for at least six months
About CERiS
CERiS, a division of CorVel Corporation, a certified Great Place to Work® Company, offers incremental value, experience, and a sincere dedication to our valued partners. Through our clinical expertise and cost containment solutions, we are committed to accuracy and transparency in healthcare payments. We are a stable and growing company with a strong, supportive culture along with plenty of career advancement opportunities. We embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).
A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.
CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.
Full Time
$67k-87k (estimate)
06/15/2023
04/24/2024
The job skills required for Lead Customer Service Representative include Customer Service, Leadership, Life Insurance, Teamwork, Commitment, etc. Having related job skills and expertise will give you an advantage when applying to be a Lead Customer Service Representative. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Lead Customer Service Representative. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Lead Customer Service Representative positions, which can be used as a reference in future career path planning. As a Lead Customer Service Representative, it can be promoted into senior positions as a Customer Service Supervisor that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Lead Customer Service Representative. You can explore the career advancement for a Lead Customer Service Representative below and select your interested title to get hiring information.
If you are interested in becoming a Lead Customer Service Representative, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Lead Customer Service Representative for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Lead Customer Service Representative job description and responsibilities
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They also make provision for a change of mode of operation when the existing one isn’t yielding maximum results.
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Give detailed statistical feedback on performance of team members to the management for staff evaluation and reward purposes.
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Create better modes of operations to make customer service easier for both team members and customers.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Lead Customer Service Representative jobs
Develop a customer loyalty program.
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Build a customer survey strategy.
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Get creative with customer renewals and upsells.
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Reply as quickly as possible on social media.
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Monitor customer service through social media with a tool.
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