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.