Experienced Customer Service Representative Lead for Remote Call Center Operations - Delivering Exceptional Healthcare Support and Leading Teams to Success

Introduction to blithequark At blithequark, we are dedicated to making a positive impact on the lives of individuals and communities by providing top-notch healthcare services and support. As a leader in the healthcare industry, we strive to deliver exceptional customer experiences, improve health outcomes, and foster a culture of diversity, inclusion, and excellence. Our mission is built on the principles of compassion, integrity, and innovation, and we are seeking talented and passionate individuals to as a Customer Service Representative Lead.Job Overview In this critical role, you will serve as a Customer Service Representative Lead, providing exceptional support to our customers, leading by example, and contributing to the success of our team. As a subject matter expert, you will handle escalated calls, resolve complex customer issues, and ensure that our customers receive the highest level of service and support. You will work in a fast-paced, dynamic environment that values collaboration, creativity, and continuous learning, and you will have the opportunity to make a real difference in the lives of our customers.Key Responsibilities Serve as a resource and subject matter expert for other team members, providing guidance, support, and expertise to ensure that our customers receive the best possible service. Handle escalated calls, resolving complex customer issues in a timely and professional manner, and ensuring that our customers are satisfied with the outcome. Answer incoming phone calls from customers, identify their needs, and provide personalized support and solutions to address their concerns. Ask appropriate questions, listen actively, and document required information in our computer systems to ensure that our customers receive accurate and timely support.Intervene with care providers on behalf of our customers to assist with appointment scheduling, connections with internal specialists, and other support services. Assist customers in navigating our websites, encourage them to become self-sufficient, and provide education and support to help them make informed decisions about their healthcare. Own problems through to resolution on behalf of our customers, providing comprehensive and timely follow-up to ensure that their issues are fully addressed. Research complex issues across multiple databases, work with support resources, and collaborate with other teams to resolve customer issues and improve our services.Provide education and status updates on previously submitted pre-authorizations or pre-determination requests, and ensure that our customers are informed and up-to-date on their healthcare services. Meet performance goals established for the position, including efficiency, call quality, provider satisfaction, first call resolution, and attendance, and continuously strive to improve our services and support. Essential Qualifications High School Diploma or GED equivalent required. Must be 18 years of age or older.First Call Resolution experience required, with a proven track record of resolving complex customer issues in a timely and professional manner. 9+ months of previous call center experience required, with a strong understanding of call center operations, customer service principles, and support services. 2+ years of customer service experience analyzing and solving customer problems, or 2+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.Familiarity with computer and Windows PC applications required, including the ability to navigate and learn new and complex computer system applications. Ability to work full-time, Monday - Friday, with flexibility to work an 8-hour shift during the hours of 6:00am - 6:00pm MST. Preferred Qualifications 1+ years of Customer Service Representative (CSR) experience or 1+ years of experience in an office setting, call center setting, or phone support role preferred. Experience working in a healthcare or related industry preferred, with a strong understanding of healthcare services, support systems, and customer needs.Strong leadership and mentoring skills preferred, with the ability to lead by example, provide guidance and support to team members, and contribute to the success of our team. Skills and Competencies To be successful in this role, you will need to possess excellent communication, interpersonal, and problem-solving skills, with the ability to work effectively in a fast-paced, dynamic environment. You will need to be highly organized, flexible, and adaptable, with a strong attention to detail and a commitment to delivering exceptional customer service and support.You will also need to be proficient in computer and Windows PC applications, with the ability to navigate and learn new and complex computer system applications. Key Skills and Competencies Communication skills: Excellent verbal and written communication skills, with the ability to communicate effectively with customers, team members, and other stakeholders. Interpersonal skills: Strong interpersonal skills, with the ability to build rapport with customers, team members, and other stakeholders, and provide exceptional customer service and support.Problem-solving skills: Excellent problem-solving skills, with the ability to analyze complex customer issues, identify solutions, and resolve problems in a timely and professional manner. Leadership skills: Strong leadership and mentoring skills, with the ability to lead by example, provide guidance and support to team members, and contribute to the success of our team. Technical skills: Proficiency in computer and Windows PC applications, with the ability to navigate and learn new and complex computer system applications.Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees, and we offer a range of career growth opportunities and learning benefits to help you succeed in your role and advance your career. You will have access to comprehensive training programs, mentorship opportunities, and career development resources, and you will be encouraged to pursue ongoing education and professional development to enhance your skills and knowledge. Career Growth Opportunities Opportunities for advancement to leadership roles, with a focus on developing your leadership and mentoring skills.Comprehensive training programs, with a focus on developing your technical, business, and interpersonal skills. Mentorship opportunities, with a focus on providing guidance and support to help you succeed in your role and advance your career. Career development resources, with a focus on providing you with the tools and resources you need to pursue ongoing education and professional development. Work Environment and Company Culture At blithequark, we are proud of our diverse and inclusive work environment, and we are committed to fostering a culture of excellence, innovation, and collaboration.You will work in a dynamic and supportive environment, with a team of talented and passionate individuals who are dedicated to delivering exceptional customer service and support. You will have the opportunity to make a real difference in the lives of our customers, and you will be recognized and rewarded for your contributions to our team. Company Culture Highlights Diversity and inclusion: A commitment to diversity and inclusion, with a focus on fostering a culture of respect, empathy, and understanding.Collaboration and teamwork: A collaborative and team-oriented work environment, with a focus on working together to achieve common goals and deliver exceptional customer service and support. Innovation and excellence: A commitment to innovation and excellence, with a focus on continuously improving our services and support, and pursuing ongoing education and professional development. Recognition and rewards: A culture of recognition and rewards, with a focus on recognizing and rewarding your contributions to our team, and providing opportunities for career growth and development.Compensation, Perks, and Benefits At blithequark, we offer a comprehensive compensation package, with a range of perks and benefits to support your well-being, happiness, and success. You will be eligible for a range of benefits, including medical, dental, and vision insurance, 401(k) matching, and paid time off, and you will have access to a range of perks, including flexible work arrangements, professional development opportunities, and employee recognition programs. Compensation and Benefits HighlightsComprehensive benefits package: A comprehensive benefits package, with a range of medical, dental, and vision insurance options, 401(k) matching, and paid time off.Incentive and recognition programs: Incentive and recognition programs, with a focus on recognizing and rewarding your contributions to our team, and providing opportunities for career growth and development. Equity stock purchase: Equity stock purchase options, with a focus on providing you with the opportunity to own a part of our company, and share in our success. 401k contribution: 401(k) contribution matching, with a focus on supporting your retirement goals, and providing you with a secure financial future.Conclusion If you are a motivated and passionate individual who is committed to delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity to as a Customer Service Representative Lead. At blithequark, we are dedicated to making a positive impact on the lives of individuals and communities, and we are seeking talented and passionate individuals to and contribute to our mission., and take the first step towards a rewarding and challenging career with a leader in the healthcare industry.