Member Services Team Lead
$49,920–$49,920 year
On-siteTempe, Arizona, United States
Job Summary
Manage incoming client calls and Zendesk chats, assisting members with technical issues and routing inquiries to appropriate queues. Support agents remotely and onsite by investigating complex claims, eligibility, and benefits escalations, then providing updated information to resolve inquiries. Lead team performance by conducting QA reviews, delivering feedback on evaluations, and providing regular guidance on communication standards. Oversee onboarding procedures, including setting up equipment, arranging seating, and introducing new hires to SOPs. Troubleshoot identified service issues before reporting them to IT and maintain documentation by updating standard operating procedures and managing user records in Zendesk.
Required Qualifications
- High school diploma or equivalent
- At least one year customer service experience in a call center environment
- Must be able to learn quickly in a fast-paced environment
- Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Ability to learn and navigate new software quickly
- Must be able to remain in a stationary position 50% of the time
- Must be able to occasionally move about inside the office to access office machinery, filing cabinets and meeting facilities
- Must be able to frequently position self to maintain files in file cabinets
- Must be able to frequently move boxes or equipment weighing up to 25 pounds
- Must be able to communicate information and ideas so others understand
- Must be able to exchange accurate information
- Must be able to observe details at close range
- Must be available to work any schedule between 7am-7pm CST
- Onsite in Tempe, AZ
Desired Qualifications
- Some University or Post-secondary Education
- Familiar with cloud-based contact center software
- Ability to type 30 wpm minimum with accuracy
- Strong personal computer usage and Internet proficiency skills
- Strong customer service, analytical and decision-making skills
- Flexible with scheduling as business needs dictate
- Ability to listen attentively and to use information provided to assist members specific needs
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
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