Lead Customer Service Representative

Managing escalated member concerns, the full-time Lead Customer Service Representative will provide Help Desk support, resolve inquiries through various communication channels, and assist the Customer Service team while working remotely. Key responsibilities Handle escalated member inquiries and provide timely resolutions via phone, chat, email, or fax Support the Customer Service team by operating the Help Desk and assisting with technical issues Identify training opportunities and trends in escalations to improve team performance and service quality Required qualifications GED or High School diploma with technical medical knowledge; college coursework is desirable Minimum of 2 years of call center or customer service experience Strong analytical skills and technical acumen, including proficiency in word processing, spreadsheets, and database management Ability to work independently and collaboratively in a team-oriented environment Demonstrated leadership and customer service orientation