Lead, Customer Service (29872)

SUMMARY 
The Lead, Customer Service role is to oversee and assist with the daily operational work flow, ensuring all clients’ needs are handled timely, professionally, and according to legal requirements and company policies.  The primary objective of the Lead, Customer Service is to help aide in the training, development and progression of the team while reporting all developments directly to the Customer Service Supervisor.   
 

ESSENTIAL JOB FUNCTIONS 

•    Review and distribute all incoming work amongst team members.
•    Review all Customer Service baskets and review all incoming orders to resolution and/or distribution to the appropriate team member or other internal department for resolution.
•    Maintain Daily contact with AE’s/AM’s by email or phone. Handle all issues brought to our attention due to the AE’s/AM’s contact with the client.
•    Audit problem and sensitive accounts to ensure completion.
•    Run progress reports and report all delayed orders to appropriate department’s Supervisors. 
•    Identify trends of delays and report to immediate Supervisor for review. 
•    Complete weekly spreadsheet regarding escalations and their findings.
•    When necessary, provide assistance to team members with emails and phone calls to ensure correct action is being taken.
•    Assist with the training of all new and existing team members to ensure proper steps are being taken on all situations. 
•    Troubleshoot all billing questions or inquiries on orders that need to be zero billed, rebilled or voided.  Report all billing questions, Zero bills, Voids or rebills to Supervisor for tracking. 
•    Monitor desk and help with all overflow work when team member is backlogged to ensure all inquiries are handled in a timely fashion. 
•    Identify all IT problems and bring to the attention of management. 
•    Monitor the CS Dashboard for issues.
•    Track workload with team members to determine if overtime is needed. 
•    Track incoming work on a daily basis to ensure work is being distributed equally. 
•    Perform internet research as needed to locate working phone/fax numbers or a physical address for business entities per client requests.
•    Provide weekly monitoring reports for new and sensitive client orders, utilizing all reporting tools offered in the systems. 
•    Hold morning meeting to go over current issues. 
•    Report all employee absences and/or tardiness. 
•    Assist Supervisor when on vacation with incoming emails, work, etc. 
•    Assist other departments when Supervisor is on vacation with escalations, questions, or other needs.
•    Perform all other duties as assigned.

ESSENTIAL LEAD RESPONSIBILITIES

•    Carrying out all responsibilities in accordance with the company’s standards, policies, and all applicable employment laws.
•    In conjunction with management, managing and monitoring workflow and providing support, training, and techniques to assist staff in achieving department daily/weekly/monthly goals and standards. 
•    Encouraging positive morale, maintaining harmony among staff, and resolving grievances when necessary. 
•    In conjunction with management, communicating change effectively and supporting those affected by change. 
•    Evaluating staff performance, providing periodic feedback to staff and reporting any performance concerns and/or recommendations for growth opportunities to management.
 

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience  
High school diploma or equivalent required; some college experience desirable. Prior work experience in a legal services environment, or insurance claims office, in addition to familiarity with med-legal terminology, and HIPAA requirements. Previous supervisory experience preferred. 

Certificates, Licenses, Registrations
No specific requirements.

ESSENTIAL COMPETENCIES 

QUALIFICATIONS  

•    Must demonstrate good understanding of the organization’s goals and objectives.
•    Ability to understand an