Lead Customer Service Representative (Onsite-New York City) (Fort Pierce, FL)

Lead Customer Service Representative (Onsite-New York City)

Maximus is looking for Lead Customer Service Representatives. Our Lead CSR s respond to enrollment services calls provide responses to questions mails information in response to request and refers callers in the event of problems or concerns. They also educate clients on managed care assess clients health care needs and assist clients in choosing a health plan. If you re looking for more than a job and want to grow in the healthcare industry then this is the position for you.This position is regular full-time and is located on-site at our New York City office. About the Conflict-Free Evaluation and Enrollment Center (CFEEC)The Conflict-Free Evaluation and Enrollment Center (CFEEC) serves the State of New York by conducting a UAS assessment to determine eligibility for community-based long-term services. The outcome of the assessment informs whether the individual qualifies for in-home services. We are rapidly expanding and have numerous exciting opportunities across the state Essential Duties and Responsibilities Respond to customer inquiries received by telephone Interactive Voice Response (IVR) or web-based portal regarding information on programs and services Record customer interactions and transactions by documenting details of inquiries complaints comments and actions taken Address customer inquiries and resolve problems to ensure that appropriate changes are made by following standard operating procedures to ensure consistency and accuracy Refer unresolved customer grievances to designated departments for further investigation Communicate with supervisor regarding any potential needs or concerns Assist supervisor manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes email Provide direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries Recognize and recommend areas needing improvement Assist in scheduling and coordinating team activities Provide input into hiring decisions and performance appraisals as needed Work on a variety of assignments requiring considerable judgement and initiative Minimum Requirements High School diploma or equivalent Associate degree with 1.5 - 4 years of experience plus additional training or education in area of specialization including knowledge of the local community served Experience in call center or customer service Effective communication skills ability to follow directions Must be able to type 35 WPM Proficient in Microsoft Office applications such as Excel Power Point and Word Bilingual Candidates preferred Able to draft or modify training materials and procedural documentation accurately Skilled in handling challenging communications with external contacts for escalated matter