Customer Service Team Leader (Mid-Shift)

Description

Job Title: Customer Service Team Leader (Mid-Shift)

Job Type: FT

Location: Remote, to be considered for this role, you must reside in one of the following states —AZ, CT, FL, GA, IL, KS, MA, MD, ME, MI, MO, NC, NV, OH, PA, RI, SC, TN, TX, UT, VA, WI, WV.      

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it does not have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services. With a 97% client retention rate, we continue to grow our footprint across the US.

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The Customer Service Team Leader serves as a liaison between Flores and the participant and leads and supports Customer Service Representatives. We are seeking a dedicated and experienced Customer Service Team Leader to lead our Participant Services team specializing in Consumer Directed Healthcare (CDH) and COBRA products. The ideal candidate will have a strong background in customer service management, a passion for delivering exceptional service, and the ability to inspire and guide a team of customer service representatives (CSRs). The Customer Service Team Leader will ensure that our participants receive the highest level of support and service.

What You’ll Do

• Team Leadership and Development:

Supervise and mentor a team of CSRs, providing guidance, support, and performance feedback.

Conduct regular team meetings and one-on-one sessions to address issues, provide training, and set performance goals.

Foster a positive and inclusive work environment that encourages professional growth and high morale.

Assist with hiring and onboarding new team members as appropriate.

• Performance Management:

Monitor and evaluate the performance of the call center team to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Implement strategies to improve team performance, including coaching, training, and process improvements.

Prepare and deliver performance reviews and development plans for team members.

• Operational Oversight:

Oversee daily call center operations to ensure efficient and effective service delivery.

Manage call center schedules, including staffing, shift assignments, and time-off requests to ensure adequate coverage.

Utilize call center software and tools to track and analyze call volume, response times, and other metrics.

• Customer Service Excellence:

Ensure that CSRs provide accurate, timely, and courteous assistance to participants regarding CDH and COBRA products.

Handle escalated participant inquiries and complaints, resolving issues promptly and effectively.

Develop and implement customer service best practices to enhance participant satisfaction.

• Quality Assurance:

Implement and oversee quality assurance programs to ensure that service standards are met consistently.

Conduct call monitoring and audits to assess the quality of service provided by CSRs.

Provide feedback and training to CSRs based on quality assurance findings.

• Process Improvement:

Identify and recommend process improvements to enhance call center efficiency and participant experience.

Collaborate with other departments to streamline workflows and resolve systemic issues.

Stay informed about industry trends and best practices in call center management.

• Compliance and Reporting:

Ensure compliance with company policies, procedures, and regulatory requirements related to CDH and COBRA products.

Prepare and submit regular reports on call center performance, participant feedback, and other relevant metrics.

Maintain accurate records of participant interactions and transactions.

• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Requirements

Who You Are

• A high school graduate/GED Recipient (associate’s and/or bachelor’s degree is preferred) with a minimum of