Job description
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
Health Special Risk, Inc., is seeking an experienced Customer Service Team Leader to add to our growing team in Plano, Texas. The select candidate will be responsible for oversight of the Customer Service area. They must maintain a professional demeanor in handling both our clients and Teammates. Must be willing to assist in any area when necessary.
WHAT YOU WILL DO:
- Responsible for hiring, training, coaching and leading call center representatives as they provide support to our customers.
- Plan and coordinate interdepartmental schedules.
- Leading team meetings, asking questions to better understand the types or call representatives are receiving, educating, and coaching Teammates regarding processes and practices, and communicating expectations to the team.
- Prepare weekly reports and analyze call center data to improve processes, ensure that we are staffed with the appropriate resources and maximum efficiency and customer satisfaction.
- Provide recommendations to Chief Claims Officer and President for ways to improve Customer Service for all policyholders and claimants.
- Accept supervisor calls, diffusing angry customer calls or handling issues that cannot be fielded by the representative.
- Work with the Client Relations Lead to ensure key accounts are serviced with additional level of care.
- Research and organize claims before they become a problem, whether for a provider or a claimant.
- As a direct contact for high profile policyholders. Must be ready to assist no matter the issue all the while maintaining a professional relationship with each of these clients.
- Be a public figure for the company when attending events or business meetings.
- Maintain a comradery between customer service and all other departments.
- Be an example of understanding, professionalism, and positive attitude.
- Address through a Performance Improvement Plan any underperforming teammate(s) in a timely manner. Provide updates on progress to both the teammate and Chief Claims Officer.
- Conduct annual reviews in a timely manner.
WHAT YOU WILL NEED:
- Positive Attitude!
- Willingness to help others.
- High School diploma required. Bachelor’s Degree preferred.
- Proficient in MS Office Suite – and the ability to learn new systems quickly.
- Prior experience with Five 9 Call Center and/or QicLink Claims System is preferred.
- Ability to multi-task and remain calm under pressure, especially during peak hours or intense situations.
- Strong coaching and leadership skills. Posses the ability to positively motivate teammates.
- Decisiveness and attention to detail.
- Polite and professional communicator (verbal and written)
- Familiarity with all types of policies and service.
- Ability to maintain a high level of confidentiality.
- 5-7 years of experience in a Customer Service/Leadership role.
- Experience and knowledge of medical insurance terminology preferred.
- Self-motivated and able to come up with new ways of doing things that improve existing processes.
This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.
WHAT WE OFFER:
- Competitive pay based on experience
- Paid Time Off including Holiday Pay
- Hybrid work schedule after training (2 days virtual and 3 days in our brand new office space)
- Generous benefits package: Health, Dental, Vision, 401(k), etc.
- Employee Stock Purchase Plan
- A chance to work for a smaller company where your work and impact is recognized, while enjoying the stability and benefits of an S&P 500 company as a member of Brown & Brown, Inc. – consistently recognized as a Great Place to Work®!
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
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