What are the responsibilities and job description for the Customer Service Representative Team Lead - INTERNAL position at Rob Levine Law?
Job Overview
The Customer Service Team Lead is responsible for the direct supervision, development, performance, and daily operational oversight of the Customer Service Representative (CSR) team. This role ensures that all client communications, ticket management activities, escalations, documentation requirements, service level expectations, and operational processes are executed accurately, timely, and in compliance with company policies, client requirements, and regulatory standards. The Team Lead serves as the primary leadership resource for CSRs, providing coaching, guidance, accountability, and operational support while promoting exceptional customer service and continuous improvement. The Team Lead is accountable for ensuring team productivity, quality, responsiveness, compliance, and overall service excellence while maintaining positive relationships with clients, healthcare providers, copy service vendors, and internal departments.
Essential Duties and Responsibilities
Required Qualifications
Preferred Qualifications
Physical Requirements
Key Performance Indicators (KPIs)
The Customer Service Team Lead will be measured on:
Position Objective
To lead, develop, and support the Customer Service team while ensuring exceptional client service, operational efficiency, compliance, quality, and accountability across all customer service functions within Records On Time.
The Customer Service Team Lead is responsible for the direct supervision, development, performance, and daily operational oversight of the Customer Service Representative (CSR) team. This role ensures that all client communications, ticket management activities, escalations, documentation requirements, service level expectations, and operational processes are executed accurately, timely, and in compliance with company policies, client requirements, and regulatory standards. The Team Lead serves as the primary leadership resource for CSRs, providing coaching, guidance, accountability, and operational support while promoting exceptional customer service and continuous improvement. The Team Lead is accountable for ensuring team productivity, quality, responsiveness, compliance, and overall service excellence while maintaining positive relationships with clients, healthcare providers, copy service vendors, and internal departments.
Essential Duties and Responsibilities
- Team Leadership & Employee Development
- Operational Oversight & Workflow Management
- Customer Service Oversight
- Quality Assurance & Compliance
- Performance Management
- Escalation Management
- Ticket, Queue, and Case Management Oversight
- Call & Voicemail Management Oversight
- Payment & Cost Approval Oversight
- Training & Development Responsibilities
- Administrative Responsibilities
- Leadership Competencies
Required Qualifications
- Minimum of one (1) year of customer service experience.
- Minimum of one (1) year of leadership, supervisory, senior representative, or coaching experience.
- Experience managing client communications and escalations.
- Strong proficiency with Microsoft Office and business communication tools.
- Strong written and verbal communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Demonstrated ability to meet deadlines and performance objectives.
Preferred Qualifications
- Experience in medical records, healthcare administration, legal support services, record retrieval, or a related industry.
- Experience managing KPI-driven teams.
- Experience with quality assurance and performance management processes.
- Knowledge of HIPAA requirements and healthcare documentation processes.
Physical Requirements
- Ability to communicate effectively via phone, video conference, and email.
- Ability to perform repetitive computer-related tasks.
Key Performance Indicators (KPIs)
The Customer Service Team Lead will be measured on:
- Team productivity and output
- SLA compliance
- Email response timeliness
- Ticket aging and resolution rates
- Cost approval processing timeliness
- Escalation resolution effectiveness
- Quality assurance scores
- Compliance adherence
- Customer satisfaction metrics
- Employee engagement and retention
- Coaching effectiveness
- Attendance and schedule adherence
- Team development and training completion rates
- Overall operational performance and service delivery outcomes
Position Objective
To lead, develop, and support the Customer Service team while ensuring exceptional client service, operational efficiency, compliance, quality, and accountability across all customer service functions within Records On Time.