Required Skills and Experience *
– 5+ years in Customer Service
– Good typing skills: 40+ words per minute (8000 kph alphanumeric score)
– High School Diploma or equivalent
– Work hybrid in Bellevue office
Nice to Have Skills and Experience
– previous lead expereince
Job Description *
A client in the Bellevue, Washington area is looking for a Customer Service Lead to join their team! Their responsibilities will include but not be limited to:
– Be a primary contact for clients for day-to-day operational questions and support. Work with Supervisor, other department personnel, and subject matter experts to execute client requests in an effective manner
– Provide support, training, and technical advice to lower-level positions. Gain product knowledge and training to back up Customer Service Representatives role by servicing phone calls, performing data entry into our insurance-tracking database, and responding to emails.
– Work to provide timely resolution/response to escalated customer/client needs. Documents processes used to correct issues.
– Interact with customers/clients to provide information in response to complex inquiries (telephone, email, mail, etc.) about products or services.
– Utilize computer systems for tracking, document questions/responses, information gathering and/or troubleshooting. Monitor Average Speed of Answer (ASA) to ensure adequate staffing; including scheduling department meetings and following up with representatives scheduled to take calls if not online.
– Be responsible for the processing of complex transactions. Transaction processing may be specified by authority/guidelines.
Insight Global
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